Senior Manager, End User Technology Engineering

Duties & Responsibilities

• Lead a team of End User Technology engineers, keeping the end user technology environment current, compliant and able to meet the needs of Corporate and Retail users across ADUSA.
• Manage the end-user compute environment and the management tools required, including: Windows and macOS based devices, Microsoft Intune, Defender, Endpoint Manager, SCCM, JAMF, SysTrack and Zscaler, Windows Hello for Business and passwordless Microsoft Authenticator solutions, Citrix RemoteApps and VDI, Azure Virtual Desktop.
• Technical depth and hands-on troubleshooting across end-user technologies.
• Leadership and team development.
• Strategic thinking and proactive problem solving.
• Exceptional customer service and interpersonal skills.
• Professionalism and empathy in all interactions, with a customer-centered mindset.
• Adaptability and resilience in the face of changing priorities or unexpected challenges.
• Keen attention to detail and commitment to quality.
• Innovative thinking and a passion for continuous learning.
• Professional demeanor and strong leadership skills.
• Ability to manage stressful situations in a calm, courteous, and confident manner.
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to utilize metrics and data to improve service quality and team performance.
• Coordinate, conduct, and lead meetings to drive solutions from technology teams as it relates to issues impacting our customers.
• Liaise with vendor partners, business users, IT programmers and IT Service owners regarding end user solutions.

Qualifications

• Bachelor's degree in computer science, technical field and/or Business-related field.
• Equivalent trainings/certifications/experience equivalency will be considered.
• 5 or more years of equivalent experience in relevant job or field of technology.
• Excellent written and verbal communication skills; ability to communicate across the organization.
• Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks.
• High degree of discretion, professionalism, and commitment to confidentiality.

Preferred Qualifications

• Master's degree, Advanced training and or certifications in relevant field/s of study preferred.
• Experience in Agile teams and/or Product/Platform based operating model.
• Experience in retail or grocery preferred.