The Director of Desktop Engineering is a leadership position responsible for managing the end-to-end life cycle of all end-user systems for the enterprise. The successful candidate will lead a large team of engineers with representation on both coasts as well as an off-shore engagement, delivering efficient and effective request fulfillment and incident resolution (Tier 3). The Director must be a highly skilled leader and manager of people, a fierce user advocate, data driven and capable of collaborating cross-functionally with the various teams within Information Services and Information Security.
With a strong sense of the business impact of support, the Director will develop a multi-disciplined team of engineering problem solvers focused on delighting users with solutions that exceed expectations. The Director is responsible for executing the Desktop Engineering strategy and tactics that will improve the user experience and supportability of the business facing environment.
End-user systems include, but aren’t limited to, desktop computers, laptops/tablets, peripherals, remote and wireless access and the associated operating systems and applications. Lifecycle management of devices includes ownership of the OS (Windows & MAC/iOS), patch management and software packaging, Q/A activities, vulnerability remediation and associated metrics & reporting.
The Director position requires advanced knowledge of user end-point engineering, best practices, as well as strategies for effectively delivering resolutions to incidents, requests and problems. This is a leadership role and must act as a role model for the team, entrusting confidence through superior character, equanimity and demonstrated technical acumen.
The role requires an in-depth knowledge of industry best practices as it relates to end-point engineering. This includes but is not limited to: Microsoft Azure Cloud Computing Platform & Services; Windows & Apple OS; Amazon Web Services; End-point DLP (i.e. Carbon Black, Cisco ISE, DLP, Forcepoint); Configuration Management (SCCM & JAMF); Cybersecurity Frameworks (CIS, NIST, ISO 27001/27002, PCI DSS); Ensure the team troubleshoots issues and fulfills requests within the parameters of best practice ITSM models adopted by the IS department and bring to effective and timely resolution whenever possible; communicate and escalate issues using sound judgment and self-initiative; and deliver the highest level of customer service at all times with all colleagues. Provide detailed metrics and reporting on overall service delivery. Strive for continuous service improvement opportunities.