Salary will be commensurate with education and experience.
Internal Number: 20164460S
The Manager, Desktop and Device Engineering oversees a team of engineers and analysts that provide specialized technical and operational support for IT services. This position is responsible for the overall quality and performance of desktop and device engineering activities and for supervising a team of professional staff that are technology experts in their domain. The desktop and device engineering team are responsible for designing, managing, maintaining, and supporting the enterprise desktop and device technology environment. This includes service design, operations, and transformation in a large, distributed technology environment with customers of varying needs and capabilities.
Duties include:
Recruit, hire, and develop a staff of engineers and analysts. Define roles and responsibilities; ensure team members understand their jobs and how performance will be measured. Evaluate team performance and provide feedback using formal and informal channels. Ensure staff receive the training and support they need to develop the necessary technical skills, proactively address changes to technology and system architecture, and deliver scalable, sustainable IT systems and services.
Lead the design, development, evolution, and operations of technologies used in the enterprise desktop and device environments. Manage desktop and device engineering activities. Develop work plans, set priorities, and oversee day to day activities of technical staff. Coordinate resolution of complex issues that involve multiple technical or vendor resources. Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels, etc.) and adjust resources and processes accordingly. Design, monitor, and refine work processes and procedures so that team capabilities align with needs and work is done by the appropriate level of technical staff. Serve as the escalation point for customer service problems or complaints and ensure escalated issues are resolved with an appropriate sense of urgency. Facilitate customer communications during service interruptions or outages.
Initiate and lead service change and improvement projects. Coordinate resources, prioritize and plan work, and oversee the overall success of the project.
Other duties as assigned.
This position will supervise 10 full-time employees which consists of a mixture of engineers and analysts.
Bachelor’s degree
Minimum of 6 years IT related experience
Attention to detail and strong written and verbal communication skills required.
