Endpoint and End-User Support Manager (Information Systems Analyst) - Library Department

City of San Jose • San Jose, CA

8d

About The Position

The San José Public Library (SJPL) is seeking an Endpoint and End-User Support Manager (Information Systems Analyst, ISA) to lead the technology that runs one of the nation’s most innovative library systems. This is a hands-on technical leadership role for someone who wants their work to directly expand and impact digital access across a large and diverse community and workforce. SJPL’s Library Information Technology (LIT) unit deploys, maintains, and supports all publicly accessible technology across the twenty-five-branch library system, including audiovisual (A/V) systems in community rooms; technology centers and PCs at every branch; and the laptops (Windows and Mac), Chromebooks, iPads, and smartphones used for public programs. Behind the scenes, more than 500 SJPL employees also depend on LIT for the equipment, software, and technical support they need to serve the public. The ISA leads efforts to provide the community equitable access to reliable technology while planning ahead for how public computing needs will continue to change. Reporting to the Library IT Manager, this technical supervisor position is responsible for the development, implementation, modification, support, and maintenance of SJPL’s technology systems and programs. The ISA oversees end-user devices and day-to-day customer support services and directly supervises the Library HelpDesk team of seven full-time and one part-time Network Technicians, and one full-time Library Clerk – overseeing their daily work, developing work plans, and managing performance. The ISA also collaborates across multiple work groups, plans and tracks several high-profile projects at once, and manages the deployment of project resources, including initiatives funded by State and federal grants. The role calls for strong organizational and project management skills, including usage/data and budget/expenditure tracking, and the ability to organize that information into clear reports for the Library Executive Leadership Team, the Library and Education Commission, and other governing bodies. It also requires awareness of City of San José and SJPL policies and procedures, such as procurement, budget/finance, and information technology best practices. We are seeking an innovative, resourceful technology leader who thrives in an ever-evolving business and technical environment. The ideal candidate takes full ownership and accountability for projects from start to finish, applies IT best practices for operations and security, and keeps management and stakeholders informed along the way. This role is for someone who can resolve complex technical problems, maximize limited resources, and work both independently, as the lead for Library technology projects and systems, and as hands-on leader for the HelpDesk team. Just as essential are excellent verbal and written communication, strong judgement to know when to delegate and when to escalate, and positive, collaborative attitude.

Requirements

• A Bachelor’s Degree from an accredited college or university in a relevant field, AND four (4) years of progressively responsible professional/journey level experience, of which at least two (2) years of experience include lead technical work in development, implementation and maintenance of computer systems, or application development and/or support.
• Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis.
• Completion of a Master’s Degree in a relevant field from an accredited college or university may be substituted for one (1) year of the required two (2) years of experience which include lead technical work in development, implementation and maintenance of computer systems, or application development and/or support.
• Possession of a valid State of California driver’s license may be required.
• Certification as a Microsoft Certified Systems Engineer (MCSE), or equivalent certification from a professional organization, may be required if assigned to positions working with computer networks.
• Job Expertise – Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.
• Endpoint & Device Management Hands-on experience designing, configuring, deploying, and troubleshooting endpoints across a mixed fleet, including Windows 11 and macOS computers, Chromebooks, and mobile devices (iOS/Android).
• Experience with device imaging and provisioning, unified endpoint and mobile device management, and managing operating systems and standard productivity applications (Microsoft 365) across client devices.
• Experience managing endpoint security, including endpoint protection/antivirus and patch and update management.
• Infrastructure & Directory Services Working knowledge of enterprise infrastructure concepts such as Windows networking (DHCP, DNS, subnets, gateways), Windows Server, virtualization (VMware), storage, and VDI.
• Experience administering Microsoft Active Directory and Group Policy, including Entra ID (Azure AD) in a hybrid environment.
• Familiarity with endpoint administration and management tooling (e.g., PDQ, ADUC, Microsoft Intune, PowerShell).
• Scripting and automation experience (PowerShell) to streamline provisioning, configuration, and reporting.
• Experience reviewing and analyzing system logs, diagnosing issues, applying remediation, and performing preventive maintenance.
• Experience with IT asset management and creating and maintaining technical documentation.
• Problem Solving – Approaches a situation or problem by defining the problem or issue; determines the significance of problem(s); collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
• Supervision - Sets effective long and short-term goals based on a good understanding of management practices; establishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.
• Team Work and Interpersonal Skills – Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.
• Planning – Acts to align own unit’s goals with the strategic direction of the organization; defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
• Analytical Thinking – Approaching a problem or situation by using a logical, systematic, sequential approach.
• Communication Skills - Communicates effectively and responses (verbal/written) are timely, effective, positive and respectful.
• Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently in a timely, accurate, respectful and friendly manner.
• Project Management – Ensures support for projects and implements agency goals and strategic objectives.

Responsibilities

• Manage day-to-day endpoint service operations including user and identity management (Active Directory and Group Policy Objects/GPOs), SharePoint, and Microsoft 365 apps and services.
• Provide technical leadership for Library’s endpoint environment across a mixed Windows, Mac, ChromeOS, and iOS/Android fleet – including device imaging and provisioning, endpoint security, reboot-to-restore (Faronics Deep Freeze), unified endpoint and mobile device management (Microsoft Intune, Workspace ONE, Jamf, and Google Admin/Chrome Enterprise), patch management (WSUS), and client device configuration.
• Perform hands-on system configuration and advanced troubleshooting endpoint and infrastructure issues to maintain service availability to meet service-level expectations.
• Lead technology modernization across the Library – identifying legacy, aging and end-of-life systems, planning a phased transition to current industry standards, and helping develop the budget proposals and grant requests needed to fund improvements responsibly.
• Supervise the HelpDesk team – setting work plans, providing training, and managing ongoing performance and appraisals, while providing technical mentorship to engineers, technicians, and interns.
• Manage client configuration and connectivity for the Library’s Integrated Library System (ILS) and catalog.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level