Desktop Engineering Team Manager

Position Description

Key Qualifications

Team Management - 60%

• Provide leadership, management, and mentorship to the Endpoint Engineering team, including performance management and career development.
• Plan and prioritize team workload across day-to-day operations and projects, coordinating with the Project Management Office on key project initiatives.
• Ensure operational excellence and consistent compliance with Laboratory security, governance, and business continuity requirements.
• Represent the team with Laboratory stakeholders and deliver clear, effective communications on service changes, incidents, and project updates.
• Oversee key vendor relationships for endpoint platforms, tools, software, and related services to ensure value and alignment with Lab needs.
• Contribute to endpoint platform strategy, technology roadmaps, and budget and staffing recommendations by evaluating emerging technologies and making realistic, actionable recommendations.

Operational Duties - 40%

• Oversee enterprise endpoint operations for Windows, macOS, and iOS/iPadOS, including OS imaging, configuration management, and lifecycle management.
• Coordinate and approve software deployments, configuration changes, and security updates (e.g., patching, vulnerability remediation) to reduce risk and maintain compliance.
• Oversee the enterprise software catalog and application packaging lifecycle, ensuring applications are current, tested, and compliant with Laboratory standards.
• Manage third-tier incident and request escalations, ensuring timely resolution or escalation to vendors as appropriate.
• Collaborate with security teams to implement and maintain platform security baselines, compliance configurations, and operational best practices consistent with Laboratory IT governance.
• Own operational reporting by providing regular service health, compliance, and performance metrics to leadership and identifying opportunities for continuous improvement.
• Ensure operational processes and procedures are defined, documented, maintained, and followed by the team.

Minimum Qualifcations

• Bachelor’s degree in Computer Science, Information Technology, or related field, or at least seven years of equivalent relevant work experience
• Strong foundational knowledge of enterprise IT technologies, including endpoint hardware, software, virtualization or VDI, desktop backup, and networking
• Hands-on experience with Dell (or equivalent) workstation and laptop platforms, Microsoft Surface devices, and Apple macOS and iOS or iPadOS devices
• Extensive experience administering Windows 11 and macOS in an enterprise environment, including Microsoft Office 365 or Microsoft 365
• Working knowledge of enterprise endpoint management tools such as Microsoft Endpoint Configuration Manager (ECM), OSD or MDT, JAMF, and HCL BigFix (or equivalent tools)
• Understanding of securing endpoint platforms in alignment with NIST SP 800-171 controls or similar security frameworks
• Experience with application packaging, deployment automation or DevOps techniques, and maintaining an enterprise software catalog
• Knowledge of project management practices and familiarity with ITSM tools such as ServiceNow
• Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical stakeholders
• Strong people leadership, organizational, and time-management skills

Preferred Qualifcations

• Familiarity with AI and automation tools (for example, generative AI, LiteLLM-based solutions such as OpenCode) to improve operational efficiency
• Experience leading technical teams or serving as a technical lead in an enterprise endpoint or infrastructure environment