We are seeking an experienced DaaS / LaaS Program Support Lead to support enterprise Desktop as a Service (DaaS) and Lifecycle as a Service (LaaS) programs focused on structured device refresh and asset lifecycle management. This is an individual contributor role supporting the DaaS/LaaS Lead in operational execution, governance, refresh coordination, and end-user support activities. The role will also serve as a backup to the existing Deskside Support Lead supporting daily operational activities across North America. Key Responsibilities: • Support asset lifecycle management including inventory tracking, warranty/EOL management, device governance, and ITSM processes using ServiceNow. • Coordinate device imaging, provisioning, deployment, refresh scheduling, migration, and replacement activities using Intune and Jamf for imaging and endpoint preparation. • Manage logistics operations including shipment coordination, inventory handling, asset recovery, and stock management. • Provide end-user refresh support, issue resolution, and communication throughout deployment activities. • Support reporting, KPI tracking, governance dashboards, compliance visibility, and operational documentation. • Assist with demand forecasting, refresh planning, procurement coordination, and vendor management activities. • Support operational governance, stakeholder coordination, process improvements, and service standardization initiatives. • Act as backup support for the Deskside Lead by assisting with daily deskside operations, ticket prioritization, escalation handling, SLA management, and coordination of 15-16 Deskside resources across North America. Core Competencies: • IT Operations & Desktop Support Leadership • SLA Excellence & Service Delivery • Regulated Secure Endpoint Management • Endpoint Lifecycle & Asset Governance • Enterprise Device Refresh Operations • Customer Experience & Technical Support Excellence Note: This role requires 100% onsite client work in Boston, MA Basic Qualifications: • Minimum 3 years of experience • Proven experience as an IT Helpdesk Technician or in a similar IT support role • Strong experience supporting enterprise DaaS LaaS, desktop operations, or endpoint lifecycle programs • Extensive knowledge of Apple hardware, macOS, iOS technologies, and device management solutions • Strong understanding of MS 365 applications and services • Experience supporting collaboration tools such as Zoom • Strong understanding of Windows Workstation and Windows Server environments • Experience with device imaging and provisioning using MS Intune and Jamf • Familiarity with networking concepts including TCP IP, DNS, VPNs, and related troubleshooting • Strong troubleshooting, analytical, and problem-solving skills • Excellent communication and interpersonal skills with a strong customer service mindset • Ability to handle high pressure situations with professionalism and discretion • Experience with endpoint management, device refresh programs, asset management, and SLA driven support environments • Ability to work independently while collaborating across infrastructure, operations, and support teams • Role requires 60% onsite client work in Boston, MA Preferred Qualifications: • IT certifications such as Apple Certified Support Professional or MS 365 Certified • Experience in regulated and secure enterprise environments Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted until 06/12/2026. Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here: Accenture Flex Jobs Role Location California - $38.00 - $48.00/hour Cleveland - $38.00 - $48.00/hour Colorado - $38.00 - $48.00/hour District of Columbia - $38.00 - $48.00/hour Illinois - $38.00 - $48.00/hour Maryland - $38.00 - $48.00/hour Massachusetts - $38.00 - $48.00/hour Minnesota - $38.00 - $48.00/hour New Jersey/New York - $38.00 - $48.00/hour Washington - $38.00 - $48.00/hour Note: This role requires 100% onsite client work in Boston, MA