Manager, End User Computing

• MCPC Client Opportunity

JOB DESCRIPTION

The Manager, End User Computing is responsible for developing and implementing strategies that optimize end-user technology experiences across the organization. This role focuses on managing desktop engineering, endpoint management, and service desk operations to ensure reliable, secure, and efficient computing environments. The manager will lead teams that support end-user devices, applications, and related services, ensuring timely issue resolution, adherence to service level agreements (SLAs), and continuous improvement. Strong leadership, technical expertise, and operational management skills are essential to enhance productivity and user satisfaction.

MAJOR DUTIES AND RESPONSIBILITIES

Strategic Planning and Leadership

• Develop and implement end-user computing strategies:
• • Align endpoint management and support services with organizational goals.
  • Evaluate and recommend new technologies to improve user experience and security.
  • Collaborate with stakeholders to manage vendor relationships and licensing.
• Lead and manage end-user computing teams:
• • Provide guidance, mentorship, and foster a collaborative environment.
  • Ensure effective communication between IT teams and business units.
  • Allocate resources to support organizational needs effectively.

Operational Management and Service Delivery

• Oversee daily operations of end-user computing:
• • Ensure efficient support through the service desk and endpoint management systems.
  • Monitor performance, availability, and reliability of end-user devices and related systems.
• Incident and Problem Management:
• • Implement processes for timely resolution of issues.
  • Develop and enforce policies for endpoint security and support operations.
• Service Level Management:
• • Monitor and report on performance against SLAs.
  • Continuously improve processes to meet or exceed service expectations.
• Continuous Improvement:
• • Gather user feedback to enhance end-user computing services.
  • Maintain accurate documentation for systems and processes.
• Project Management:
• • Plan and execute end-user technology projects (e.g., OS upgrades, hardware refreshes).
  • Ensure projects are delivered on time, within scope, and budget.

EXPERIENCE/CREDENTIALS

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7 years of experience in end-user computing, desktop engineering, and IT support.
• Previous management experience in IT preferred.
• Relevant certifications (e.g., ITIL, Microsoft Endpoint Manager, PMP) are a plus.

COMPETENCIES

• Ability to work in a dynamic, fast-paced environment.
• Strong leadership and mentoring skills.
• Excellent communication skills for technical and non-technical audiences.
• Expertise in endpoint management technologies (e.g., Intune, SCCM, virtualization).
• Strong analytical and troubleshooting skills.
• Skilled in managing end-user technology projects from planning to implementation.