Desktop Engineering Team Manager

Desktop Engineering Team Manager

Location:

Lexington, MA, US

The Endpoint Engineering Team Lead oversees the configuration, deployment, and lifecycle management of the Lab’s enterprise Windows, macOS, and iOS/iPadOS platforms. This includes building and maintaining standard OS images, ensuring compliance with security configuration baselines, remediating vulnerabilities, responding to endpoint-related incidents, and managing the enterprise software catalog (including packaging and updating applications).

Leading a seven-member engineering team, this role provides technical and operational leadership for day‑to‑day activities as well as project delivery. Reporting to the Enterprise Platform Sector Manager, the Team Lead contributes to budget, staffing, and platform strategy, and engages with stakeholders across the Laboratory. The successful candidate will balance usability and customer experience with security and compliance requirements, driving continuous improvement of endpoint platforms in support of the Lab’s strategic goals.

• Strong written and verbal communication skills, with the ability to understand customer needs and lead effective troubleshooting and incident response.
• Demonstrated experience leading and mentoring technical teams, fostering collaboration, and supporting staff development.
• Proven time and resource management skills to plan and execute both operational work and projects in a complex environment.
• Ability to drive platform evolution in alignment with vendor direction while maintaining rigorous security, compliance, and data protection standards.
• Skill in building productive relationships with IT peers and stakeholders, applying emotional intelligence and sound collaboration practices.
• Strong analytical and critical thinking skills for complex problem solving at enterprise scale.

• 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.

• 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.

• 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,…