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

• Strong people leader who coaches, delegates effectively, and holds a high bar for quality while supporting the team
• Systems-level thinker who seeks permanent fixes over ticket closure and balances technical depth with business priorities
• Clear communicator across technical and non-technical audiences, including senior stakeholders; experienced with runbooks and documentation
• Calm and decisive under pressure; comfortable-owning outcomes end-to-end across teams

• ITSM platform experience (Service Now, Jira Service Management, or similar), including metrics and process design
• SIEM exposure or security incident response experience
• Scripting in Bash, Python, or Power Shell;
  Windows…