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The Global Manager of Enterprise Desktop Engineering reports to the Senior Director, I.T. Infrastructure & Operations and has responsibility for managing Good Technology’s Desktop Engineering operation and associated personnel. This position is focused on internal IT service delivery for all employees and stakeholders. This position interacts directly with all I.T. functional areas (e.g. Network Services, Windows Systems Administration, Development and Business Information Systems). The successful candidate must provide strong leadership and direction, possess a strong technical foundation, excel at multi-tasking and have the ability to ramp up quickly in a dynamic, high-tech environment.

Primary Responsibilities:

• Develop, implement and maintain desktop support processes and policies to support the delivery of high-quality services, including new hire setups, account creation and employee terminations.
• Responsible for maintaining and making sure that all collaboration tools are working properly. ( Lync, Sharepoint)
• Oversee rapid response to calls and tickets to ensure rapid resolution.
• Ensure all problems/failures are entered into Track IT trouble ticketing system.
• Lead the team in the evaluation of personal computing hardware/software solutions and provide technical direction and guidance.
• Identify opportunities and recommend solutions for improving efficiency, effectiveness and reliability.
• Able to maintain all desktop imaging and patching
• Implement processes and procedures to ensure effective monitor is implemented to aid in the proactive identification and resolution of potential problems.
• Manage the actual ordering and tracking of personal computing equipment orders.
• Oversee the Fixed Asset tracking of all personal computing equipment to ensure accurate and complete records.
• Direct participation in the development of the annual I.T. budget and quarterly forecasting of I.T. spending.
• Conduct performance reviews of team members’, provide coaching and mentoring of direct reports.
• Perform interviews and hiring of new staff members.
• Assess team member skills and identify appropriate training to address knowledge gaps.
• Participate in creating a culture of transparency, accountability and agility.

Technical Skills Requirements:

• Experience troubleshooting client operating systems and applications, including Windows 7, Office 2010 and Mac OSX.
• Strong in PC and Mac hardware troubleshooting/repair preferably on the Lenovo PC platform and Apple Macbook Pro series.
• Proven skills with MS Outlook/Exchange connectivity and other Microsoft products.
• Experience troubleshooting common network connectivity (LAN, DNS, TCP/IP, WiFi and remote access/VPN issues.
• Ability to setup and manage accounts, groups and OU’s through Microsoft Active Directory.
• Experience with imaging solutions (creating, restoring for both PC’s and Mac’s).
• Ability to troubleshoot common issues with handheld devices.
• Good understanding/diagnosis of problems of common web browsers (I.E., Firefox, Safari, etc…).

Professional Skills Requirements:

• Minimum of 4 years management experience in high-tech industry designing, implementing, supporting and managing IT personal computing solutions.
• Bachelor’s degree in Computer Science, Business or equivalent experience is highly desirable.
• Experience developing and implementing processes, metrics, policies, run books and other documentation.
• Ability to handle multiple projects and tasks, make decisions and solve problems while under pressure.
• Proven track record of project planning, management and execution.
• Ability to think strategically, act tactically and deal effectively with competing priorities and deadlines.
• Possess a broad knowledge of current developments in the personal computing industry and apply these to business issues.
• Must possess and demonstrate strong organizational and prioritization skills.
• Excellent verbal and written communication skills and the ability to effectively communicate with all levels of the organization.
• Strong leadership, development and organizational skills.
• Ability to oversee and partner with key personal computing vendors.
• Travel for this position is estimated to be 10 percent.

• The candidate should be able to discuss and explain their experiences as they relate to the job responsibilities and requirements outlined above.

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