Manager Infra End User Services

About the position

The Modern Workplace (Devices & Tools) Leader will manage and direct all solution activities of our digital workplace initiatives, systems, processes, and tools, including the team members performing those services. This team manages (and oversees our partners) that provides both solutioning and support for all end user devices across the enterprise (e.g., corporate, retail, and distribution centers) including laptops, printers, workstations, endpoint, and group policy configuration system oversight.

Responsibilities

• Lead a team that will develop a high availability solution for the workspace environment leveraging enterprise standards.
• Work with customers to solution and integrate workplace platforms into their new/existing applications.
• Provide leadership in establishing operational processes for delivering world-class solutioning and support.
• Maintain the availability of the workstation environment that includes endpoint management and managed deployment.
• Analyze and develop innovative resolutions for complex problems involving availability and/or performance at the system level.
• Create and maintain documentation for the architectural design, representation of logical layout of services, representation of integrated single sign-on (SSO), IP address and port traffic data, and service communications information documentation for the mobile solution.
• Ensure devices and apps follow security requirements.
• Interface with senior leaders in the business and represent IT in planning and execution of workplace technology.
• Drive solution definition, budget options and alternative analysis.
• Participate in monthly portfolio planning and financial reviews, act accordingly.
• Support Strategic Sourcing and Legal regarding business objectives.
• Facilitate the creation, prioritization, planning, and execution of business capability and technical roadmaps w/Product Management and DevOps.
• Strength in building partnerships; working collaboratively with a variety of skills and levels.
• Develop and design roadmaps, implementation strategies and transformation plans focused on cloud journeys regarding Digital Workplace Technologies (Productivity, Collaboration, End User Device).
• Coaching and mentoring junior members of the Digital Workplace community.

Requirements

• Bachelor's Degree in Computer Science, Computer Information Systems, Information Technology, or equivalent job experience.
• 8 or more years of equivalent experience in relevant job or field of technology.
• 5 or more years of equivalent experience in an advanced role or technical capacity, leading teams directly or indirectly.
• 5 or more years experience directly responsible for guiding, training or onboarding team members in relevant technologies, capabilities or skills.
• Experience managing vendor priorities, relationships, and future opportunities.
• Experience working with end users to understand and develop user requirements.
• Strength in driving for business outcomes and results.
• Action/Decision-oriented mindset.
• Strong problem solving and analytical skills.
• Ability to prioritize and multi-task.
• Thorough knowledge of building system solutions or business applications.
• Experience in a technology capability oversight role solutioning and supporting end user PCs, collaboration tools, and associated hardware and software.
• Strong experience leading an end user technology function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps.
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.
• Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.
• Well-developed skills in presentation building and process mapping.
• Good understanding of virtualization technologies.

Nice-to-haves

• Master's Degree or advanced training/certifications in relevant field/s of study.
• Experience in retail or grocery preferred.
• Solid understanding of and demonstrated ability to apply Agile methodologies.

Benefits

• Diversity, Equity, Inclusion and Belonging initiatives.
• Total wellness programs encompassing physical, financial and emotional wellness.
• Opportunities for personal and professional growth.