Desktop Engineering and Deployment Manager

Location
Chicago
Posted
Jun 22, 2017
Institution Type
Four-Year Institution
About The Unit:

Unit Job Summary: This position manages a team of Desktop Engineers that are responsible for providing support for all aspects of computer deployment processes - including customized operating system deployment (Microsoft Windows & Mac), application packaging and deployment, security and ongoing updates to standard application suites for all managed systems. It will involve working with both technical aspects of Desktop Engineering as well as managerial duties. The Desktop Engineering Manager will manage and supervise staff responsible for logistics and life cycle management of computer related hardware as well as the student employee computer deployment team. This position will act as the primary liaison between technology and business; assessing the best possible IT solutions. The ideal candidate must be experienced and confident in the evaluation and recommendation of new hardware platforms that will be offered to existing and future customer base. Essential functions - Managerial: Manage Desktop Engineering staff for all aspects for the computer deployment process (e.g. design, plan, build, deploy, maintain, support and recover). Provide supervision and direction for Desktop Engineering staff. Provide leadership and development opportunities for staff. Establish performance expectations, reviews employee performance, conducts performance reviews, and makes job change recommendations. Hire, coach, disciple and ensure staff understand how to provide excellent customer service. Partners with our clients to understand their needs. Provides process improvement and technology recommendations to Management. Identifies, and analyzes process improvement solutions for the technology and business areas and initiates recommendations based on business and technology needs. Participate in the development of IT strategies, plans, staff development and operations. Communicate department/team plans as well as assigned activities to staff. Learn core business functions, researches and analyzes computer products and systems available in the marketplace. Determines appropriate IT solutions accordingly, and makes recommendations to IT Services Director of Support & IT Procurement. Essential functions - Technical: Primary behind changes to the Windows and Mac system build process. Tests and debugs applications before releasing them to end-users. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Performs analyses and assists in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. Simulates or recreates a range of complex user problems to resolve operating difficulties. Performs upgrades to hardware and software. Recommends system modifications to reduce user problems. Maintains currency and high level of technical skill in the IT support field. Package, test, and the deployment of third party software (e.g. Firefox, Chrome, Microsoft Office, instant messengers, Java, Adobe products, Cisco telecommunications software, and other internal business applications. Licensing and Campus Package Distribution: Primary for Mathematica, MatLab licensing servers (e.g. update license servers to support new clients, troubleshoot connectivity issues) VMWare Virtual Desktop Infrastructure: Primary for the creation, maintenance, and updating of VDI templates/images (e.g. troubleshooting profile issues, connectivity, permissions management, patch strategies, and pool deployment.

Unit Education: Bachelor's degree or higher in a related technical area OR equivalent technical training/experience required. Certifications obtained through Microsoft Certification Professional Program, JAMF certifications preferred. Technical certification in hardware or Windows Operating Systems preferred.

Unit Experience: Minimum five years of computer user support experience in resolving issues and providing high level of service required. Minimum five years of user support experience, troubleshooting hardware and software problems required. Minimum three years of experience participating in an IT team greater than five members and involved with groups who experience transformational changes required Minimum three years of Desktop Engineering management systems administration experience required. Minimum one year of experience in a lead \ supervisor or technical managerial role required. Minimum of one year experience administering virtual desktops required. High level of experience with Microsoft Office suites, email clients and browsers required Experience deploying and administration of Operating systems images required. Experience with various computer related technologies required. Experience with network printing environments required. Microsoft Configuration Manager (SCCM) experience required. Experience with Microsoft WSUS virtual environment online for MS patching and reporting required. Experience using incident tracking software and use of ITIL methodology required. Scripting experience required, Windows PowerShell and bash preferred. Experience with Desk Side support within an academic environment preferred. JAMF Casper Suite experience preferred. Microsoft Exchange (client \ server experience) with Outlook O365 experience preferred. Mobile device management experience preferred. Experience with Microsoft licensing and Key Management Server (KMS) preferred. Experience with desktop local data backup solutions (e.g. MozyPro and CrashPlan) preferred. Cloud Storage experience (e.g. MozyPro, OneDrive, Box) preferred. Experience with Windows Server 2012 or newer with preferred knowledge of Linux based server systems preferred. Minimum of one year experience managing network file space preferred.

Unit Job Function Competencies: Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required. Familiarity with network connectivity and ability to troubleshoot connectivity problems required. Understanding of PC/Mac software, operating systems and applications, networks, and hardware required. Understanding of Microsoft Office Suite, email clients, and browsers required. Familiarity with network connectivity and ability to troubleshoot connectivity problems required. Technical knowledge of current software protocols and Internet standards required. Solid understanding of Microsoft Group Policy and Group Policy objects required. Ability to learn new procedures, techniques and approaches quickly required. Integrity and credibility to work with sensitive data required. Effective time management skills required. Excellent organization skills with the ability to focus on end-user customer needs required. Solid understanding of Active Directory and the management of OU's and AD objects preferred. Strong knowledge in Microsoft Configuration Manager 2012 R2 (SCCM) preferred. Knowledge in JAMF Casper Suite for Mac management preferred. Knowledge of Symantec Anti-Virus preferred. Knowledge of Bomgar remote desktop software preferred.