End User Computing Technical Manager

Experience:

10+ years

Location:

Mountain View, California (Work from office)

We are seeking a Technical Manager to lead our team of Systems Engineers within Corporate IT. You will own the team that handles Level 2 and Level 3 escalations, setting technical direction, developing engineers, and partnering with technology service owners to improve the reliability of our endpoint, identity, network, and collaboration environment. This role blends hands‑on technical credibility with people leadership: coaching engineers through complex incidents, driving root cause analysis, and building the processes and automation that systematically eliminate recurring problems while owning the employee experience across our core technology stack.

• Lead, mentor, and develop a team of Systems Engineers; set clear goals, run regular 1:1s, deliver performance reviews, and build individual growth plans
• Own hiring, onboarding, and succession planning; manage workload, on-call coverage, and capacity to sustain a healthy, high-performing team
• Foster a culture of ownership, documentation, and permanent fixes over ticket closure

• Own the Level 2 and Level 3 escalation function end-to-end; serve as the senior escalation point for critical incidents and complex cross-platform issues
• Define and track SLAs, KPIs, and quality metrics; report on team performance, trends, and risks to IT leadership
• Bridge the Level 1 service desk and technology service owners; ensure clean handoffs, clear ownership, and timely communication during major incidents

• Endpoint & Device Management: guide macOS management strategy via MDM (Jamf, kandji, or equivalent), including enrollment, configuration profiles, patching, and policy enforcement
• Identity & Access: oversee Okta (SSO, MFA, lifecycle management) and Active Directory standards, including group policies and OUs
• Network & Connectivity: direct escalated VPN and zero-trust troubleshooting (Global Protect, Zscaler ZPA/ZIA) and coordinate with network and security teams on deeper infrastructure cases
• Collaboration Tools: oversee Microsoft 365 (Exchange Online, Teams, SharePoint, One Drive, licensing) and Zoom Rooms / Zoom Phone environments
• Review and approve technical designs, changes, and runbooks; step in hands-on for the most complex or high-impact issues

• Partner with the security team to maintain endpoint compliance, EDR coverage, and patch posture across the fleet
• Lead the team’s response to security-related incidents; ensure IT security standards and audit requirements are followed and evidenced

• Drive root cause analysis and problem management to reduce repeat escalations; prioritize automation and scripting to remove manual toil
• Ensure solutions are documented in runbooks and the knowledge base; enforce documentation standards across the team

• Collaborate with service owners, security, network, and business leaders to align priorities, roadmaps, and project work
• Manage vendor and tooling relationships, renewals, and escalations; contribute to budget planning and tooling decisions

• 8+ years in IT systems engineering, endpoint management, or corporate IT infrastructure, including 2+ years leading or managing technical teams
• Proven ability to lead Level 2 and Level 3 support and incident response in a mid-sized or enterprise environment

• macOS MDM (Jamf preferred) Okta administration
• Microsoft 365
• Zscaler (ZIA/ZPA)
• Global Protect VPN
• Zoom (Rooms & Phone) Active Directory
• Networking fundamentals
• Endpoint security / EDR

• Str…