Sr Manager Infrastructure, End User Support

Responsible for the architectural design, implementation, and operations of employee-facing technology, ensuring alignment with industry best practices. This role includes developing and executing strategies for Mobility, VDI, Desktop Computing, and related end-user capabilities. You will lead initiatives to enhance the end-user experience and drive the adoption of innovative solutions that meet the needs of our organization.
• Develop and implement a framework ensuring frequent updates to desktop images, mobile devices, VDI Infrastructure, etc., optimizing end-user productivity and experience.
• Develop and implement IT Change Control processes related to activities originating from the End User Computing team, focusing on minimizing downtime and user disruption.
• Design technology solutions in collaboration with related teams, ensuring redundancy, scalability, security, and a seamless user experience.
• Create and maintain a team dashboard illustrating Key Performance Indicators spanning team performance, environmental performance, and related financial performance, with an emphasis on user satisfaction and service quality.
• Design and develop end-user computing solutions that deliver a high-quality experience for end u , incorporating feedback and continuous improvement.
• Develop a quality assurance program to ensure high-quality output, including pilot groups and user feedback mechanisms.
• Collaborate with other IT Support teams to ensure frequent knowledge transfer, alignment, and a unified approach to end-user support.
• Design and develop a consistent user experience across form factors (iPhone, iPad, Laptop, VDI, etc.), ensuring accessibility and ease of use.
• Meticulously review and approve relevant billing and financials, focusing on cost-effectiveness and value for end-user computing investments.
• Participate in budget planning, articulating CapEx and OpEx spends annually, with a focus on end-user computing needs and enhancements.
• Prepare and deliver comprehensive presentations, business case documentation, and memos to Senior IT and Business leaders, emphasizing the impact on end-user computing.
• Participate in relevant technology selection and diligence committees, advocating for solutions that enhance the end-user experience.
• Identify areas where existing policies and procedures require change, or where new ones need to be developed, making recommendations to enhance end-user computing.
• Fulfill departmental requirements by providing work coverage and administrative notification during personnel illness, vacation, or education.
• Plan, organize, and administer activities related to the assigned function, with a focus on end-user computing initiatives.
• Organize, manage, and direct the work of employees in the assigned function, ensuring alignment with end-user computing objectives.
• Oversee the assignment of duties and responsibilities to employees, prioritizing tasks that enhance the end-user experience.
• Observe and evaluate employees and work procedures to ensure quality standards and service are met, with a focus on user-centric outcomes.
• Mentor, develop, and provide on-the-job training to subordinates, strengthening their performance and preparation for future advancement in end-user computing.
• Recommend personnel actions such as new hire requests and discharges to ensure proper staffing for end-user computing needs.
• Provide approval for overtime needs, ensuring support for critical end-user computing initiatives.

Perform related duties as required. This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

6 years IT experience within VDI and VM- coming from enterprise background

2 years management experience - direct reports

Experience with service delivery, service support within ITIL- incident and problem management

Experience with VM Ware - horizon, hyper V

Experience with mobile device management- workspace one , airwatch

Bachelors Degree

Nice to Have Skills & Experience

ITIL Certification

Microsoft Cert

Active Directory

Control Up

Tanium

Service Now

Powershell- scripting

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.