End-user Computing Service Operations Manager

Pitney Bowes•Shelton, CT

About The Position

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. We’re looking for people who: Act with urgency, accountability, and purpose Deliver high quality work with consistency and pride Collaborate effectively and elevate those around them Focus on outcomes that drive impact and growth As an End User Computing Operations Manager – Technical leader: You are: A Proactive leader who can develop and manage enterprise-wise desktop engineering, video conference and mobile device management programs. You are a Self-motivated individual who thrive on design and implementation of cutting-edge solution, and you deliver with precision. You see opportunities where others see challenges.

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
Experience design and deploying Desktop solutions via “Zero Touch” / Autopilot
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
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

Nice To Haves

Microsoft Security, Compliance, and Identity Fundamentals
Microsoft Azure Fundamentals
Microsoft Certified Professional Certification in ISC2

Responsibilities

Lead the program management activities related to the Desktop, Videoconference and Mobile device management program
As a technical manager, lead subject matter experts in Windows OS, M365 Intune and any remote desktop support tools and technologies
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
Responsible for desktop engineering, testing and defining standard equipment bundles and implementation which meets PB security compliance requirements
As technical lead, 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.
Responsible for collaborating with Pitney Bowes IT Teams, vendors as well as HR, Finance to drive continuous improvement of user experience
Responsible for building a Global EUC Process, Procedures, define performance metrics and reporting to drive continuous improvement.
Guide and mentor L1 and L2 desktop support analyst 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.

Benefits

Provide the opportunity to grow and develop your career
Offer an inclusive environment that encourages diverse perspectives and ideas
Deliver challenging and unique opportunities to contribute to the success of a transforming organization
Offer comprehensive benefits globally (PB Live Well)

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