Manager, Enterprise IT – OSC

Quality Technology Services-posted 2 days ago
Full-time • Manager
Suwanee, GA
1,001-5,000 employees
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The Manager, Enterprise IT – OSC will lead a team of Enterprise IT engineers responsible for delivering exceptional 24x7 support to employees across global locations. This role ensures seamless resolution of desktop, Microsoft 365 (M365) and Business Systems Support (BSS) issues, driving productivity and satisfaction for a global workforce. The ideal candidate combines strong technical expertise with leadership skills to foster a high-performing, employee-centric support environment.

  • Manage and mentor a team of OSC Enterprise IT support engineers, including hiring, training, coaching, and performance evaluations.
  • Define and implement processes to deliver world-class Tier-1 end-user support across global locations.
  • Promote an automation-first approach for IT operations and provide opportunities for engineers to adopt automation tools.
  • Develop and enforce best practices, standards, and procedures for Tier-1 desktop support in compliance with organizational policies.
  • Oversee ticket management in the ITSM system, ensuring timely resolution and proper escalation to Tier-2 support.
  • Act as the primary point of contact for Tier-1 escalations related to Enterprise IT, Business Systems Support (BSS), and ServiceNow.
  • Collaborate with Information Security to maintain secure configurations and enforce security policies.
  • Partner with stakeholders to create clear IT policies and identify process improvements to enhance efficiency and user satisfaction.
  • Assign and monitor tasks for adherence to processes and timely completion.
  • Manage projects, track milestones, and provide regular executive-level updates on departmental initiatives.
  • Oversee vendor relationships and manage capital and operational budgets.
  • Ensure integration of Enterprise IT functions with automation, DevOps, and M365 cloud models.
  • Maintain strong technical expertise in: o Windows desktop enterprise versions, patch management, and deployment o Active Directory administration and best practices o Networking fundamentals, firewalls, and centrally managed Wi-Fi o Microsoft 365, Azure environments, and enterprise licensing o ServiceNow platform and PowerShell scripting o Virtual conferencing solutions and bastion/jump host configurations
  • Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.
  • Experience working with and presenting at the executive level
  • Azure certifications
  • Knowledge of LAN/WAN networking and architecture, including centrally managed wifi installations
  • Automation experience in provisioning workstations
  • Integrate Enterprise IT functions with an automation first/devops/M3655 cloud model
  • Strong knowledge of Windows desktop enterprise versions, update cycles, patch management, and deployment
  • Strong knowledge of Active Directory concepts, best practices, and management
  • Familiarity with bastion/jump host configuration, management, and deployment
  • Comprehension of Microsoft enterprise licensing options and policies
  • Experience architecting technology solutions
  • Experience in conducting risk management and analysis
  • Ability to communicate with executives
  • Experience leading and managing multiple enterprise-wide projects
  • US Citizenship for this position is required by law due to federal customer contracts
  • Experience working with ServiceNow
  • Experience with powershell
  • Experience with virtual server infrastructure using VMware
  • Comprehension of Microsoft enterprise licensing options and policies
  • Experience deploying & supporting virtual conference clients (preferably WebEx)
  • General understanding of networking, firewalls, and server/VM technologies
  • Experience working in Microsoft 365 and Azure environments
  • Experience working in a multi-tenant or managed service provider environment
  • Experience working in a data-center environment or organization
  • Experience working with and presenting at the executive level
  • Azure certifications
  • medical, dental, vision, life, and disability insurance
  • 401(k) retirement plan
  • flexible spending and HSA accounts
  • paid holidays
  • paid time off
  • paid volunteer days
  • employee assistance program
  • tuition assistance
  • parental leave
  • military leave assistance
  • QTS scholarship for dependents
  • wellness program
  • other company benefits
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