HCLTech
Polyguard
← All roles

Digital Business Operations

Administrator (Support & Operations)

Santa Clara, United States

Verified applicants only — secured by Polyguard

Job Summary

 Drive SLA and XLA performance across DWP tracks, including FSS and Diamond/VIP support. • Improve CSAT, user experience scores, and end-user productivity metrics. • Ensure endpoint compliance for patching, encryption, antivirus, OS currency, and security baselines. • Deliver measurable benefits through automation, self-service, shift-left, and productivity improvement initiatives. • Maintain asset accuracy, lifecycle compliance, device refresh execution, and effective return/recovery processes. • Ensure high-quality operational reporting, governance cadence adherence, and timely closure of action items. • Provide customer-focused service leadership with strong ownership and accountability. • Demonstrate strong stakeholder management, governance, communication, and executive reporting capabilities. • Manage escalations, critical incidents, competing priorities, and high-pressure situations effectively. • Collaborate closely across towers, vendors, internal leadership, and client technology teams.

Key Responsibilities

Drive SLA and XLA performance across DWP tracks, including FSS and Diamond/VIP support. • Improve CSAT, user experience scores, and end-user productivity metrics. • Ensure endpoint compliance for patching, encryption, antivirus, OS currency, and security baselines. • Deliver measurable benefits through automation, self-service, shift-left, and productivity improvement initiatives. • Maintain asset accuracy, lifecycle compliance, device refresh execution, and effective return/recovery processes. • Ensure high-quality operational reporting, governance cadence adherence, and timely closure of action items. • Provide customer-focused service leadership with strong ownership and accountability. • Demonstrate strong stakeholder management, governance, communication, and executive reporting capabilities. • Manage escalations, critical incidents, competing priorities, and high-pressure situations effectively. • Collaborate closely across towers, vendors, internal leadership, and client technology teams.

Skill Requirements

Team lead skill set, managing of team across globe

Other Requirements

Bring strong expertise in Field Support Services, desk-side support, end-user computing, endpoint support, and local IT operations.\\\\r\\\\n• Maintain working knowledge of Windows, macOS basics, Microsoft 365, Teams, Outlook, collaboration tools, VPN, Wi-Fi, printers, mobile devices, peripherals, and remote support tools.\\\\r\\\\n• Use endpoint management tools such as SCCM/MECM, Microsoft Intune, Autopilot, imaging, patching, antivirus, encryption, and software deployment platforms.\\\\r\\\\n• Apply ITSM tool knowledge, including ServiceNow, across incident, request, change, knowledge, asset, and reporting processes.\\\\r\\\\n• Coordinate hardware break-fix support, vendor dispatch, asset inventory, device lifecycle, warranty support, and stock management.\\\\r\\\\n• Analyze ticket trends, SLA breaches, repeat incidents, user feedback, and operational dashboards to identify improvement opportunities.

Apply for this role

Complete the form below. When you submit, you’ll be asked to complete a quick Polyguard Trust Check on your phone, and your application is only sent once verification passes.

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at our company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305
OMB Control Number 1250-0005

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability.

Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Autism
  • Cancer
  • Diabetes
  • Epilepsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Cerebral palsy
  • Multiple sclerosis (MS)
  • Major depression
  • Bipolar disorder
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Intellectual disability (previously called mental retardation)
  • Missing limbs or partially missing limbs
  • Impairments requiring the use of a wheelchair

Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Protected by Polyguard.