Operations Coordinator

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The Process Analyst is responsible for analyzing, documenting, improving, and standardizing Deskside Support processes to enhance operational efficiency, service quality, customer experience, and data accuracy. This role partners with Deskside Support, Service Desk, IT Asset Management, Workplace Resources, and other IT teams to drive continuous improvement initiatives, optimize workflows, develop reporting, and support strategic projects.

Operations Coordinator - Deskside Support

Job Summary

The Process Analyst is responsible for analyzing, documenting, improving, and standardizing Deskside Support processes to enhance operational efficiency, service quality, customer experience, and data accuracy. This role partners with Deskside Support, Service Desk, IT Asset Management, Workplace Resources, and other IT teams to drive continuous improvement initiatives, optimize workflows, develop reporting, and support strategic projects.

Key Responsibilities

Process Improvement & Operational Excellence

• Identify inefficiencies, bottlenecks, and recurring issues within Deskside Support operations.
• Map, document, and maintain end-to-end support processes.
• Lead continuous improvement initiatives focused on standardization, automation, and simplification.
• Support Lean Right and Shift Left initiatives by identifying tasks suitable for redistribution or automation.
• Develop process documentation, SOPs, workflows, and knowledge articles.
• Facilitate process reviews and stakeholder workshops.

IT Asset Management Support

• Assist with Hardware Asset Management (HAM) process development and governance.
• Reconcile inventory discrepancies and identify process gaps.
• Support laptop refresh programs and cessation equipment recovery initiatives.

ServiceNow & Workflow Optimization

• Review ServiceNow incidents, requests, catalog items, and workflows for improvement opportunities.
• Improve data quality, categorization, assignment groups, and reporting accuracy.
• Assist with testing and implementation of workflow enhancements.
• Support automation initiatives where manual effort can be reduced.

Project & Program Support

• Coordinate Deskside operational projects including:
  • Laptop refresh programs
  • Office moves
  • Tech Bar initiatives
  • Hardware standards projects
  • Workplace Resource deployments
  • Asset management implementations
• Maintain project schedules, risks, action items, and status reporting.
• Track milestones and ensure deliverables are completed on time.

• Support development of customer satisfaction improvement plans.

Laptop Refresh Program Management

• Serve as the primary coordinator for the US & Bermuda (US&B) laptop refresh program.
• Develop and maintain refresh schedules in partnership with the Hardware Asset Manager and Deskside leadership.
• Create and manage rolling 30-, 60-, and 90-day refresh plans to ensure proactive resource planning and business readiness.
• Coordinate with business leaders, office managers, and key stakeholders to schedule refresh activities while minimizing business disruption.
• Develop and execute communication plans for refresh initiatives, including pre-refresh announcements, user readiness communications, scheduling notifications, and post-deployment follow-up.
• Track refresh progress, deployment metrics, risks, and dependencies, providing regular status reports to leadership.
• Identify locations, departments, and user groups requiring upcoming refresh activities and ensure sufficient inventory and staffing are available to support deployment schedules.
• Partner with Workplace Resources, Service Desk, and Deskside Support teams to coordinate refresh logistics, office deployments, equipment recovery, and asset disposition activities.
• Analyze refresh data and forecasting trends to improve planning accuracy, resource allocation, and user experience during future refresh cycles.
• Drive continuous improvement of refresh processes, documentation, reporting, and stakeholder communications.

Customer Experience & Service Quality

• Analyze customer feedback and support trends.
• Identify recurring pain points affecting end-user experience.
• Recommend improvements to service delivery models.

Skills & Qualifications

Required

• Experience in IT Operations, Deskside Support, Service Desk, Asset Management, or Process Analysis
• Strong analytical and problem-solving skills
• Experience with ServiceNow reporting and workflow analysis
• Advanced Excel and reporting skills
• Process documentation and workflow mapping experience
• Strong communication and presentation skills

Preferred

• ITIL Foundation certification
• Experience with Power BI
• Experience with IT Asset Management
• Lean Six Sigma or process improvement methodologies
• Experience supporting enterprise end-user computing environments

• Experience in supporting end users in a larger organization.
• Experience in supporting Microsoft Managed Desktop - Laptops
• Experience in troubleshooting/supporting Win 10
• Experience in Microsoft Office (2016, 2019, 2021, or O365)
• Experience with Cisco WebEx technology.
• Experience in AV conference rooms technology.
• Strong oral and written communication skills.
• Basic understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity.
• Basic understanding of TCP/IP and IP addressing.
• Basic understanding of O365/M365 endpoint management and Intune.
• Up to 20% travel required.

US Work Authorization

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Pay information:

The salary range for this position is $27.84/hr to $47.84/hr with an incentive target of 10%. The posted salary range reflects the lowest and highest base salary applicable to this role across our U.S. locations. Individual offers are determined based on geographic location, experience, qualifications, internal equity, and other job-related factors. As a result, the salary offered for a specific location will fall within a narrower range than the overall range displayed in this posting. This position may also be eligible to participate in the Company's annual incentive plan.