Responsibilities
- Directs the design, implementation, and ongoing support of digital workplace systems, including endpoint management, operating systems, collaboration platforms, and device security.
- Maintains high levels of reliability, scalability, and performance across end-user computing platforms such as Windows, macOS, mobile devices, and virtual desktop environments.
- Manages patch deployment, system configurations, and compliance enforcement using tools like Microsoft Intune, SCCM, or similar solutions.
- Leads initiatives to modernize the end-user experience through automation, self-service tools, data analytics, and AI-driven support features.
- Deploys and maintains digital experience monitoring systems to detect and resolve performance or usability issues proactively.
- Enforces compliance with security policies, identity protocols, and regulatory standards across all endpoint devices.
- Provides day-to-day leadership and coaching to the Digital Experience engineering team, promoting collaboration, accountability, and innovation.
- Strengthens team expertise through mentoring, technical training, and performance development aligned with company objectives.
- Fosters a user-focused culture that emphasizes empathy and timely response in service delivery.
- Develops talent and succession plans to prepare the team for technological changes and organizational growth.
- Collaborates with Security, Service Desk, and Application teams to ensure integrated and seamless end-user support.
- Recruits, trains, motivates, evaluates, and rewards team members within the department.
- Cultivates a positive and inclusive work environment that maximizes team strengths to meet business goals.
- Defines and communicates performance expectations and development paths, regularly assessing progress against benchmarks.
- Owns end-to-end operational excellence for device setup, lifecycle management, and technical support, emphasizing efficiency, security, consistency, improvement, and user satisfaction.
- Establishes and monitors service level agreements, key performance indicators, and user satisfaction metrics to improve digital experience quality.
- Leads incident, problem, and change management processes specific to end-user computing services.
- Works with enterprise architecture and security teams to uphold consistent technology standards and governance practices.
- Drives continuous improvement by optimizing processes, gathering user feedback, and adopting emerging technologies.
- Supports budget planning and cost oversight for end-user technology investments, including hardware upgrades, software licenses, and support contracts.
- Manages relationships with technology vendors and assesses new solutions to strengthen the digital workplace ecosystem.
- Identifies cost-saving opportunities through automation, improved lifecycle practices, and vendor consolidation.
Requirements
- Bachelor’s degree in information technology, computer science, engineering, or a related field; or an equivalent mix of education and professional experience.
- At least 7 years of experience in Information Technology infrastructure or end-user computing roles.
Nice to Have
- Minimum of 3 years of leadership or management experience, preferred.
- Demonstrated experience managing large-scale end-user technology environments, device lifecycle operations, and collaboration platforms.
- Advanced proficiency with endpoint management systems such as Microsoft Intune, SCCM, Jamf, Autopilot, or comparable tools.
- In-depth knowledge of Windows operating systems and the M365 suite, including Teams, OneDrive, and SharePoint.
- Experience with virtual desktop infrastructure, remote access solutions, and modern identity systems like Citrix, Azure AD, SSO, and MFA.
- Proven track record implementing digital experience monitoring and analytics tools to improve user satisfaction and reduce support incidents.
- Strong leadership and team development skills, with experience guiding engineers in hybrid work settings.
- Solid understanding of security and compliance standards as they apply to endpoints and identity management.
- Excellent analytical and troubleshooting abilities with a focus on detail and user impact.
- Clear and confident communicator capable of translating between technical teams and business stakeholders.
- Experience overseeing vendors, software licensing, and hardware refresh schedules.
- Advanced familiarity with ITIL, Agile, or DevOps frameworks in service and infrastructure delivery contexts.
- Demonstrated ability to balance hands-on technical contributions with people and process leadership.
- High adaptability and commitment to ongoing growth in both technical and leadership domains.
- Strong organizational and project management skills, ensuring projects are delivered on time with measurable outcomes.
