Manager End User Computing
Manager End User Computing
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$ 145000 - 165000
1 Vacancy
Job Description
Description
MiniCircuits designs manufactures and distributes integrated circuits modules and subsystems for highperformance radio frequency (RF) and microwave applications.With design sales and manufacturing locations in over 30 countries MiniCircuits products are used in a range of wired and wireless communications applications. Our products are also used in detection measurement and imaging applications including military communication guidance and electronic countermeasure systems commercial scientific military land sea and aircraft; automotive systems medical systems and industrial test equipment.
MiniCircuits sells its products to over 20000 customers globally through our direct sales force applications engineering staff sales representatives as well as through our extensive website.
The Manager of EndUser Computing will lead and manage the IT service desk team ensuring the delivery of highquality technical support and exceptional customer service. This position will work very closely with IT Managers at our other global sites in Israel India UK and Malaysia with the aim of creating and maintaining Global IT Policies & Standards for End User Computing. This role is critical to ensure the seamless operation of our IT services and deliver an outstanding experience to our users.
Salary Range: $145000 $165000 per year
- Service Desk Leadership 30
- Lead mentor and develop the service desk team to deliver exceptional IT support and customer service.
- Monitor and manage service desk performance including SLAs KPIs and customer satisfaction metrics.
- Maintain accurate inventory of our hardware and software that are deployed on our end points for all sites
- Ensure incidents service requests and problems are resolved within agreed timelines and escalate issues as necessary.
- Implement and maintain ITILbased processes for incidents problems changes and knowledge management.
- Administer the companys newhire and termination process as it relates to end user computing including hardware and software procurement and configuration and all added peripherals including the online phone system MS Teams and SharePoint.
- Proactively manage the patching process to ensure safe enduser computing using tools such as Autopatch PDQ or WSUS.
- Manage and maintain Windows and MAC OS PCs ensuring optimal performance and security.
- Oversee patch management processes to ensure systems are uptodate and secure
- Develop and provide KPIs and analytics on the Service Desks efficacy relating to ticket and contact metrics regarding telephone call and email response and service ticket resolution.
- Develop Standard Operating Procedures (SOP) problem solving guidelines knowledge base articles checklists or other materials to assist Service Desk staff to respond to user problems that are recurring or routine. Respond to more complex escalated enquiries from team members.
- Manage projects and priorities; Work with MSPs and do vendor evaluations
- EndUser Compute 70
- Intune and M365 Administration
- Oversee the administration configuration and optimization of Microsoft Intune for endpoint management.
- Manage Microsoft 365 environments (Exchange Online Teams OneDrive Teams Room etc. including user provisioning license management and security configurations.
- Manage email spam filtering platform and review user incidents relating to email delivery
- Troubleshoot and resolve issues related to Intune M365 and other enterprise applications.
- Collaborate with other IT teams globally to ensure seamless integration and operation of M365 and Intune services.
- Advanced knowledge of Active Directory GPO DNS and DHCP is required. This includes on premises infrastructure as well as Entra ID.
- Continuous Improvement
- Identify opportunities to streamline processes improve efficiency and enhance service delivery.
- Stay updated on industry trends and emerging technologies to drive innovation within the service desk.
- Develop and maintain documentation knowledge base articles and training materials for the service desk team.
- SharePoint Administration (good to have)
- Administer and maintain SharePoint environments including site creation permissions management and troubleshooting.
- Provide guidance and support to users on SharePoint functionality and best practices.
- MDR Platform Awareness (good to have):
- Maintain awareness of MDR (Managed Detection and Response) platforms such as Arctic Wolf Rapid7 Palo Alto or others.
- Work with the security team for security incident response and remediation related to enduser compute and identities.
- Collaborate with the security team to ensure alignment between the service desk and cybersecurity initiatives.
- Stay informed about emerging threats and vulnerabilities to proactively address potential risks.
- Intune and M365 Administration
Direct supervision of Service Desk department inclusive of daily responsibility delegation strategic implementation hiring performance management etc.
- Customer Service Excellence
- Foster a customercentric culture within the service desk team.
- Act as an escalation point for complex customer issues ensuring timely resolution and communication.
- Plan prioritize and schedule service desk activities to ensure continuity of service with focus on high level of enduser satisfaction
- Gather and analyze customer feedback to identify areas for improvement and implement corrective actions.
The duties responsibilities and expectations described above are not a comprehensive list and additional tasks may be assigned to the member within the scope of the position.
- Bachelors degree in computer science or related field of study.
- 710 years experience in IT function with demonstrated increased level of responsibility
- Minimum 5 years experience in IT service desk management or similar role.
- Strong expertise in ITIL frameworks (ITIL certification preferred).
- 5 years of handson experience with Microsoft Intune M365 & SharePoint Administration.
- 5 years of handson experience with ticketing systems such as Solar Winds ServiceNow Jira and/or Fresh Works.
- Experience with workload analysis and prioritization managing helpdesk telephone and email queues.
- Experience in shift management to provide coverage for our offices in California.
- Experience with Purchasing of IT services and equipment including internet lines.
- Proficiency with the use of a broad range of information technologies networked systems internet services telephone services Windows and Macbased PCs.
- Excellent analytical interpersonal verbal and written communication skills.
- Windows administration and/or Linux administration experience preferred.
- Ability to provide technical training to nontechnical users.
- Proficiency to lead our Azure AD environment Domain Controller Administration in Azure Entra ID Management Microsoft MFA
- Patch Deployment via Intune MDR platforms such as Arctic Wolf Rapid7 Palo Alto or others and a passion for driving continuous improvement in IT service delivery.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is regularly required to talk and hear. The employee frequently is required to stand walk sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move equipment or hardware up to 20 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Requirements / Skills:
- Comply understand and support corporate safety initiatives to ensure a safe work environment.
- Ability and willingness to abide by Companys Code of Conduct.
- Occasional travel some overnight as required up to 1020.
Disclaimer: The listed qualifications and requirements for each position are intended as guidelines. MiniCircuits reserves the right to hire outside of these guidelines at Managements discretion.
MiniCircuits is an Equal Opportunity Employer and does not discriminate on the basis of actual or perceived age race creed color national origin sexual orientation military status sex disability predisposing genetic characteristics marital status familial status gender identity gender dysphoria pregnancyrelated condition and domestic violence victim status or protected class characteristic or any other protected characteristic as established by federal or state law.Required Experience:
Manager
Employment Type
Full-Time
