Manager User Support/Desktop Engineer

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Job description

Oversee the activities of the Desktop Engineering and Support team. Evaluate, test, and deploy new versions of desktop operating systems, software, and hardware in a timely manner. Interface with external hardware and software vendors. Working with the IT Security team, evaluate, test, and deploy software updates, firmware, or patches as needed to maintain a strong vulnerability management program. Support the business by managing 2nd level technical support and ensuring a high rate of customer satisfaction.

 JOB RESPONSIBILITIES

· Oversee desktop builds (OS, applications, drivers, etc.), timely operating system updates, and vulnerability management for ~20,000 desktops and laptops.

· Apply best practices to keep computers current on the recommended LTSC or SAC releases.

· Manage the desktop support teams to ensure tickets are handled properly and in a timely fashion.

· Review and propose improved methods of managing our desktop environment / endpoint management programs (currently SCCM / Microsoft Endpoint Configuration Manager) to support the business and improve overall productivity of the support team. This may include moving to Microsoft Intune as part of a hybrid CM environment and enabling Autopilot.

· Ensure that best efforts are in place to prevent attacks on corporate desktops or servers under your management (Vulnerability Management).

· Serve as a liaison with hardware or software vendors and SCI associates to maintain current standards in our environment and make recommendations regarding vendor choice (Vendor Management).

· Serve as a representative "expert" on desktop related issues or inter-departmental technology projects.

MINIMUM REQUIREMENTS

Education:

· Bachelor's degree in computer systems engineering, information systems, or related field is preferred

Experience:

· Eight (8) years' experience managing desktop computers using Microsoft SCCM in a corporate environment (10,000+ computers). Preference given to those with experience implementing Microsoft Autopilot and/or Intune

· Eight (8) years' experience in customer support at a helpdesk, desktop support level, or related area

· Five (5) years' experience managing patching in a corporate environment (10,000+ computers)

· Five (5) years' supervisory experience

Knowledge, Skills & Abilities:

· Expertise in imaging, scripting, software packaging, automated delivery, and performance tuning.

· Experience with hardware and software asset inventory management and administration.

· Proficiency in remote client management and support systems. Some experience with VDI preferred.

· Ability to effectively interact and communicate with technical resources at all levels.

· Comfort speaking and presenting to senior management.

· Excellent verbal and written communication skills.

· Strategic thinking and decision making - able to identify and commit to a course of action focused on accomplishing a long-range goal or vision.

· Customer centric focus on enabling customer productivity.

· Establishing and building partnerships and strategic relationships with internal and external organizations.