Desktop Architecture Engineering Manager

About the role

Delivers end-to-end experience intelligence by gathering customer feedback, analyzing digital experience and operational data, identifying patterns and root causes, and driving corrective actions across products and services.

Responsibilities

• Design, code, and implement proactive remote actions through digital experience management toolsets to remediate recurring endpoint and operating system issues at scale.
• Analyze digital experience, endpoint, and incident data to identify trends, systematic issues, and opportunities for proactive improvement across desktop products and services.
• Interpret ServiceNow ticket data, telemetry, and operational trends to surface under-reported technology challenges and recommend targeted corrective actions.
• Work with researchers on the team to balance quantitative signal analysis with qualitative feedback to develop a more complete view of employee technology experience.
• Translate technical findings into clear, actionable recommendations for both technical teams and non-technical stakeholders.
• Communicate insights effectively through concise reporting, dashboards, and data-driven storytelling that informs decision-making and prioritization.
• Partner across engineering, support, product, and experience teams to drive resolution of root-cause issues and improve overall service performance.
• Apply hands-on field support experience and endpoint engineering knowledge to evaluate issue patterns, validate solutions, and improve end-user outcomes.

Requirements

• Ability to work independently and collaborate as part of a team.
• Effective written and verbal communication skills.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment.
• Strong interpersonal skills and professional demeanor.
• Ability to meet deadlines.
• Mentor and provide clear guidance to others.

Qualifications

• Bachelor's Degree or equivalent in Computer Science, Information Systems, or related field.
• Minimum 6 years of related experience supporting desktop operating systems in an enterprise environment, with a record of improving system performance and user experience.
• Minimum 1 year of previous people leadership or project management experience.
• Experience with digital experience monitoring/management platforms and endpoint analytics tools.
• Experience writing scripts or automation to execute remote remediation actions at scale.
• Experience in ServiceNow ticket analysis and issue trend identification.