Client Technology Manager

Hampton Roads Transit is looking for dynamic, customer service oriented, and energetic people to become part of a committed team providing excellent and effective public transportation to the Hampton Roads region. We offer unmatched benefits and competitive wages in a stimulating and rewarding environment.

Under the direction of the Senior Director of Technology Services, the Client Technology Manager provides technical leadership to the Client Technology team. The manager assists with development and planning and executes the functional level activities of the Client Technology Division:
Operating Systems and Productivity Application Lifecycle Management, Client Technology Hardware Lifecycle Management, Line-of-Business Application Support, Cloud Services Administration, Identity Management, IT Security, Telecommunications, Mobile Device Management, and Helpdesk. The manager also leads the Client Technology aspects of broader Technology Projects, performs coordination of activities with other managers in the department, ensures consistency of policy execution and compliance with procedures, supervises staff, evaluates performance, and performs other related work as assigned.

• Leads all phases of the client technology systems lifecycle management including requirements gathering, equipment selection, software selection, hardware and software deployment and configuration, integration, testing, commissioning, cutover, documentation, and ongoing operation support.
• In coordination with Cyber Security and Technology Infrastructure, leads establishment and maintenance of cyber security posture for entrusted client technology assets and systems through application of sound cyber security engineering principles and best practices implementation.
• Leads helpdesk monitoring, troubleshooting and resolution efforts.
• Acts as a final tier of Helpdesk and Client technology issues escalation, performs solution research, testing and implementation.
• Takes part in Incident Response activities as per established guidelines.
• Leads Client Technology Asset Lifecycle Management, including:
• Maintenance of hardware and software inventory records.
• Development and execution of hardware and software Preventative Maintenance Plans.
• Assessment of assets utilization, age, cyber security posture, and a recommendation for corrective actions.
• Supports Change Management, Configuration Management, Cyber Security Baseline management.
• Leads Client Technology Team members help desk work order prioritization and execution verification.
• Follows standard practices for systems documentation.
• Coordinates with Senior Director of Technology Services in developing technical solutions and approaches; co-develops policies, tailored procedural documents, and work instructions.
• Plans and manages day-to-day activities of assigned sections, activities, and priorities.
• Assures the most effective use of equipment and software consistent with the Agency’s needs.
• Leads interviewing, selecting, training, and evaluating staff.
• Leads cost analysis and cost forecasting in support of reporting requirements.
• Leads bi-annual Client Technology aspects of the "Board Pick" activities as per established schedule.
• Manages records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Performs all other related duties as required.

• Microsoft Entra  as a Service platform (Microsoft Azure) for hybrid cloud implementations.
• Microsoft 365 Software as a Service.
• Enterprise-grade on-prem client technology management tools administration experience, including Active Directory, Group Policy, SCCM; cloud-based management tools.
• Mobile Device Management system administration; mobile device provisioning concepts.
• Print and multi-function device administration central management tools.
• Cyber Security management tools, including endpoint protection, log collection (SEIM), and patch management.
• Installation, configuration, and maintenance of desktops and laptops running Windows and MAC OS.
• Microsoft Windows client operating system expertise, including Windows OS image administration, application packaging, and deployment.
• Audio/Video & Collaboration Systems implementation and operations.
• Broad understanding of LAN communications, VPN technologies, cloud connectivity, etc.
• Productivity software administration; line of business software administration.
• Transit-specific software support.
• Apply critical thinking to quickly identify problems and implement solutions with minimal downtime.
• Utilize software and hardware diagnostic tools to identify, diagnose, and repair complex problems affecting system availability and performance. Using logic and holistic analysis identify the strengths and weaknesses of different approaches.
• Be able to qualify decisions with solid reasoning and justification. Ability to multitask and perform a multitude of administrative and engineering tasks at one time…