End-User Computing Service Operations Manager

Job Description

We’re hiring at Pitney Bowes, where top talent builds meaningful careers and lasting impact. We Move fast, Deliver excellence, and Win together…that’s The Pitney Bowes way. Here, how we work matters just as much as what we achieve.

Responsibilities

• Lead the program management activities related to the Desktop, Videoconference and Mobile device management program
• Drive forecasting short-term and long-term desktop/laptop equipment needs for global end users and work with business and finance to schedule refresh
• Responsible for global end user device life cycle management, including deploying new users, refreshing of device and recovery of assets from departing employees, ultimately taking ownership of end-to-end lifecycle of Pitney Bowes assets
• Develop runbooks, how-to guides, leverage automation framework to improve process and troubleshooting
• Lead vulnerability remediation on mobile device OS and software including vulnerability remediation governance, execution, reporting for all mobile devices
• Lead end user testing for any new desktop solution, UAT testing and technical documentation along with SOPs for operational support
• Collaborate with Pitney Bowes IT Teams, vendors as well as HR, Finance to drive continuous improvement of user experience
• Build a Global EUC Process, Procedures, define performance metrics and reporting to drive continuous improvement
• Guide and mentor L1 and L2 desktop support analysts with investigation and remediation of end user incidents
• Deep understanding of Azure cloud deployments and Infrastructure knowledge
• An analytical mind able to “see” the complexities of procedures and regulations
• Excellent communication skills
• Problem solving skills and ability to work under pressure to enforce policies and reduce risk, they need the ability to persuade others to adhere to standards

Requirements

• BS degree in Computer Science or related field
• 15+ years of IT experience and 10+ years of leading EUC Technical or manager
• Extensive documentation skills with Excel, PowerPoint and ticketing systems
• Experience in leading a Global desktop engineering and support team
• Knowledgeable and experienced in Azure and AWs cloud computing
• Jira and Confluence
• Extensive knowledge of vendor security updates
• Experience in using tools – SCCM, Intune, Qualys, Intune, JAMF, Splunk
• Linux, Windows Desktop, Windows Server, Mac, Android and iOS
• Experience in troubleshooting desktop applications

Technical Skill Set

• End User Computing Technologies
• Desktop Engineering
• Service Desk
• SCCM
• Intune
• M365
• Workstation Patch management tools
• Vulnerability Management & tools
• Incident, Work Order & Change management (ITSM)
• Asset Management and tools

Pay

$104,000.00 - $130,000.00 Per Year (Salary)