Desktop Engineering Team Manager

Key Qualifications

• Strong written and verbal communication skills, with the ability to understand customer needs and lead effective troubleshooting and incident response
• Demonstrated experience leading and mentoring technical teams, fostering collaboration, and supporting staff development
• Prominent time and resource management skills to plan and execute both operational work and projects in a complex environment
• Proven ability to drive platform evolution in alignment with vendor direction while maintaining rigorous security, compliance, and data protection standards
• Strong analytical and critical thinking skills for complex problem solving at enterprise scale

Team Management

• Provide leadership, management, and mentorship to the Endpoint Engineering team, including performance management and career development
• Plan and prioritize team workload across day-to-day operations and projects, coordinating with the Project Management Office on key project initiatives
• Ensure operational excellence and consistent compliance with Laboratory security, governance, and business continuity requirements
• Represent the team with Laboratory stakeholders and deliver clear, effective communications on service changes, incidents, and project updates
• Oversee key vendor relationships for endpoint platforms, tools, software, and related services to ensure value and alignment with Lab needs
• Contribute to endpoint platform strategy, technology roadmaps, and budget and staffing recommendations by evaluating emerging technologies and making realistic, actionable recommendations

Operational Duties

• Oversee enterprise endpoint operations for Windows, macOS, and iOS/iPadOS, including OS imaging, configuration management, and lifecycle management
• Cook up and approve software deployments, configuration changes, and security updates (e.g., patching, vulnerability remediation) to reduce risk and maintain compliance
• Oversee the enterprise software catalog and application packaging lifecycle, ensuring applications are current, tested, and compliant with Laboratory standards
• Manage third-tier incident and request escalations, ensuring timely resolution or escalation to vendors as appropriate
• Collaborate with security teams to implement and maintain platform security baselines, compliance configurations, and operational best practices consistent with Laboratory IT governance
• Own operational reporting by providing regular service health, compliance, and performance metrics to leadership and identifying opportunities for continuous improvement
• Ensure operational processes and procedures are defined, documented, maintained, and followed by the team