Under the leadership of the Director of End User Technologies, this senior level position in the Information Services department provides high-level technical guidance, approves end user technology changes and escalations, and ensures continuity of operations across Service Desk, Deskside, EUC Engineering, Mobility/MDM, and collaboration platforms. This position functions as a trusted advisor, escalation authority, and operational steward — ensuring the department remains aligned with priorities, governance standards, and end-user experience expectations. After an initial period of training, this position is eligible for a hybrid work schedule.
Key Responsibilities
- Approves operational changes, escalations, and decisions within the EUT scope, ensuring alignment with policies and departmental standards.
- Supports and guides EUT managers, supervisors, and team leads by providing direction, decision-making, and cross-functional alignment.
- Oversees service delivery operations across all offices, ensuring consistent, high-quality support experiences.
- Identifies systemic issues affecting user experience and partners with Service Desk, Deskside, EUC Engineering, and other IT teams to implement solutions.
- Serves as the highest-level escalation point for complex cross-platform issues involving endpoints, mobility/MDM, virtual desktops, Office 365, and applications.
- Collaborates closely with Security to enforce endpoint compliance, mobile governance, and alignment with risk management practices.
- Validates that new technologies, updates, and system changes are documented, tested, and properly transitioned into production.
- Contributes to the creation and maintenance of operational documentation, standards, runbooks, and governance materials.
- Assists in drafting communications for technology changes, service alerts, outages, and end-user updates.
Knowledge, Skills, and Abilities Required
- Deep technical expertise across Microsoft 365, Windows 10/11, Intune (MDM/MAM/Compliance), conditional access, endpoint security, and collaboration platforms.
- Strong understanding of VDI/Citrix/IGEL environments, desktop engineering concepts, and endpoint provisioning.
- Exceptional communication, leadership influence, and decision-making abilities without relying on formal authority.
- Strong analytical and problem-solving skills with the ability to diagnose complex cross-team issues.
- Attention to detail, the ability to balance multiple projects, and strong time management skills.
- Demonstrated operational judgment and ability to make decisions that impact productivity.
- Ability to work across departments and build strong relationships with managers, supervisors, and technical staff.
Experience and Education Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Technology, or related field preferred.
- Minimum of 7–10 years of progressive IT experience in end-user technology, engineering, mobility/MDM, or service delivery roles.
- Experience in a professional services environment strongly preferred.
- Prior experience collaborating with or influencing managers, supervisors, and senior-level engineers without direct authority.
- Microsoft, ITIL, or mobility certifications are a plus.