Manager, Desktop Engineering

TITLE: Manager, Desktop Engineering

DEPARTMENT: Information Technology

LOCATION: Boston, MA

REPORTS: Director of Desktop Engineering

Job Overview:

We are seeking a highly skilled Desktop Engineering Manager to join our team. The successful candidate will be responsible for managing and maintaining our global Windows, Mac and virtual desktop environments, ensuring optimal performance and security. You will work hands-on and lead the team to build and maintain the Microsoft modern endpoint management technologies (Autopilot, Entra/Intune etc.), perform automated software delivery, deploy software and patches, generate reports, troubleshoot issues escalated from our Service desk, and evaluate and propose new technologies. This role requires a proactive approach to issue management and a keen ability to collaborate with cross-functional teams to deliver robust and reliable IT solutions.

Key Responsibilities

• Proactively identify potential operational and security threats to the endpoints and the supporting services managed by the team and develop plans to remediate or mitigate those threats
• Proactively identify and recommend solutions to improve performance, reliability, and manageability of the Windows platform
• Develop and maintain a thorough understanding of standard desktop components, including all agents and policies for various Information Security and other management agents
• Develop and maintain a thorough understanding of advanced troubleshooting tools such as Windows Debugger, Process Monitor, Windows Performance Toolkit, etc.
• Support and maintain various infrastructure including but not limited to Windows and Apple MDM platforms, Windows managed print environments etc.
• Work closely with the Information Security Team and Desktop Engineering team to maintain an appropriate balance of security, usability, performance and manageability
• Package software for automated deployments, providing logic for handling new installations, upgrades, and managing dependencies
• Provide tier-3 support upon escalation from other teams
• Create detailed reports for software distribution, inventory, and compliance purposes
• Write detailed documentation and provide appropriate knowledge transfer

Technology Experience

• Strong understanding of fundamental Windows technologies, including WMI/WQL, Microsoft Installer, etc. as well as supporting network protocols such as DHCP, DNS, etc.
• Strong understanding of Microsoft cloud-based device management technologies (Autopatch, Autopilot, Intune, Entra and the M365 suite of applications)
• Strong understanding of Microsoft Intune, with advanced knowledge of application deployment, patch management, operating system deployment, client maintenance, troubleshooting, and writing queries
• Extensive experience with enterprise security products
• Experience with various scripting and programming languages (i.e. PowerShell, Python, YAML)
• Ability to query and manage data directly via SQL and/or Excel using Power Query
• Knowledge and experience with utilizing Microsoft technologies such as Power BI and Power Platform a plus
• Knowledge of ITIL concepts; ITIL Foundation Certification a plus
• Financial industry experience a plus

Requirements and Qualifications

• Bachelor’s degree or equivalent work experience
• Able to multitask, prioritize, and manage time efficiently
• Excellent verbal and written communication skills
• Microsoft certification preferred (not required)
• 5+ years’ experience supporting enterprise desktop systems
• Very strong analytical ability, strong judgment and problem analysis techniques
• Strong interpersonal skills and must be able to lead and work successfully on a team.
• Strong customer service skills with the ability to work in a fast-paced, changing environment
• Ability to understand business requirements and develop solutions to meet those needs
• Proven team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties.
• Knowledge of ITIL concepts
• Financial industry experience is a plus