Manager-End User Computing

The Manager-End User Computing is responsible for the daily management and operations of all end-user devices and peripheral equipment. You directly lead a group of technical staff responsible for creating processes that increase end-user device security and functionality and supporting the tools and solutions that allow coveted flexibility while keeping Carrix protected. You guide the team to complete day-to-day tasks, while also contributing individually. You apply your technical expertise to serve as the escalation point for desktop and mobile technology issues throughout the organization world-wide. You also play a strategic role, developing technical roadmaps and architecting desktop and mobile systems to drive continuous improvement.

As a Manager, you apply your proven leadership skills to support your team in accomplishing both team-oriented and individual development goals. You excel in leading and executing projects and are adept at prioritizing work efforts, balancing day-to-day tasks with longer-term strategic efforts. To optimize team performance, you work to ensure all employees have the resources and guidance required to complete key activities and serve as a role model, elevating the Carrix business through the delivery of fit-for-purpose technology.

• Develop, document, and maintain a technical roadmap for end user devices and services, incorporating industry changes, trends, and new technologies that would improve service and help meet current and future business objectives.
• Collaborate with other leaders and technical subject matter experts to develop the most effective solutions for end user device issues and deliver technical solutions.
• Stay abreast of emerging technology trends and changing best practices and apply applicable insights to guide continuous improvement.
• Research, analyze, and recommend new device technologies, processes, and standards.
• Provide direct leadership for members of the end user computing team
• Manage and oversee desktop and mobile technology projects, including planning and execution of the work
• Coach direct reports on proven best practices and methods.
• Monitor adherence to incident, problem, request, and change management processes, ensuring compliance of the end user computing team.
• Ensure agreed upon service levels are met or exceeded.
• Provide timely and accurate reporting to management, including the most relevant KPIs.
• Provide direct support for key end user systems, including application packaging and patching.
• Resolve technical issues pertaining to mobile technology and end-user computing, including level 3 support and resolution, when escalated by staff world-wide.
• Develop and document end user device configuration standards, processes, and best practices.
• Support the hiring, training, and development of end user computing staff.
• Support the performance management of end user computing staff, including completing performance reviews and providing coaching and development opportunities.
• Manage customer expectations and vendor performance, cultivating advantageous partnerships.
• Other duties as assigned.

• Bachelor's degree is required, an emphasis in business management or technology is a plus.
• ITIL certification required (or within 90 days of employment).
• 8+ years of professional IT experience with increasing supervisory experience
• Experience in end user device lifecycle management
• Experience managing people and/or teams, hiring, firing, compensation, and workload management preferred.
• Experience using tools to package and deliver software (Tanium preferred).
• Experience using the ServiceNow platform, specifically Service Management and IT Operations preferred.
• Experience working in an agile delivery environment is preferred.
• Experience leading cross-functional project teams.

Key Knowledge, Skills & Abilities:

• Deep technical knowledge of end-user hardware and software.
• Knowledge of information technology process methodologies (e.g., ITIL).
• Proven experience with Microsoft endpoint management solutions and related technologies (e.g., Azure, Intune, Entra, Autopilot)
• Deep Knowledge of Microsoft Office Suite, Dell, and Microsoft hardware platforms.
• Deep Knowledge of Microsoft Windows server and desktop operating systems, group policy, active directory.
• Deep Knowledge of operating system deploying, scripting, antivirus, antimalware, device encryption, and core systems infrastructure (DHCP, DNS, Networking etc.).
• Knowledge of ServiceNow platform, especially Service Management and IT Operations.
• Deep knowledge of distribution, operating system deploying, scripting, antivirus, antimalware, device encryption, and core systems infrastructure.
• Proven ability to organize, assign, direct and review the work of a group of professional technical personnel in the implementation, operation, and support of end-user technology.
• Expert ability to escalate critical issues to the appropriate team and to use your communication and collaboration skills to identify issues, act accordingly, and think outside the box to address problems.
• Ability to collaborate and build strong relationships at all levels, across all business units and organizations, and understand business imperatives.
• Proven ability to influence others.
• Proven ability to apply analytical skills to investigate information and draw conclusions.
• Proven ability to use leading communication skills to translate complex technical information in a concise manner to various stakeholders, verbally and in writing.
• Proven ability to adjust communication style based on customers' competency and knowledge levels.
• Proven ability to manage own and team workloads, oversee work of employees and provide constructive criticism / feedback, and to delegate tasks.
• Proven ability to understand complex, technical information and use advanced problem-solving skills to solve challenges in the most advantageous way for the business.
• Expert ability to weigh the relative costs and benefits of potential actions and identify the most appropriate one.

Supervisory Responsibilities: Yes

Work Environment:

• Required job duties are normally performed in a climate-controlled office environment, or remotely from home.
• Exposure to computer screens.
• The noise level in the work environment is usually moderate.

We are an Equal Opportunity Employer