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.
• Evaluate issue patterns, validate solutions, and improve end-user outcomes using hands-on field support experience and endpoint engineering knowledge.

Requirements

• 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.

Qualifications

• 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.

Skills

• 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.
• Able to meet deadlines.
• Ability to mentor and provide clear guidance to others.

Pay

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. A reasonable estimate of the current range is $97,600 to $200,600.

Schedule

On average, the position involves 0-10% travel based on the work you do and the clients and industries/sectors you serve.