End-User Computing Service Operations Manager

Job Description

As an End User Computing Operations Manager – Technical leader:

A proactive leader who can develop and manage enterprise‑wise desktop engineering, video conference and mobile device management programs. You are a self‑motivated individual who thrives on design and implementation of cutting‑edge solutions, and you deliver with precision. You see opportunities where others see challenges.

• Lead the program management activities related to the Desktop, Video conference and Mobile device management program.
• As a technical manager, lead subject matter experts in Windows OS, M365 Intune and any remote desktop support tools and technologies.
• Drive forecasting short‑term and long‑term desktop/laptop equipment needs for global end users and work with business and finance to schedule refresh.
• Responsible for global end user device life cycle management, including deploying new users, refreshing devices and recovering assets from departing employees, ultimately taking ownership of end‑to‑end lifecycle of Pitney Bowes assets.
• Responsible for desktop engineering, testing and defining standard equipment bundles and implementations that meet PB security compliance requirements.
• As technical lead, develop runbooks, how‑to guides, and leverage an automation framework to improve process and troubleshooting.
• Lead vulnerability remediation on mobile device OS and software, including governance, execution and reporting for all mobile devices.
• Lead end‑user testing for any new desktop solution, UAT testing and technical documentation along with SOPs for operational support.
• Collaborate with Pitney Bowes IT Teams, vendors as well as HR and Finance to drive continuous improvement of user experience.
• Build a global EUC process, procedures, define performance metrics and report to drive continuous improvement.
• Guide and mentor L1 and L2 desktop support analysts with investigation and remediation of end‑user incidents.
• Deep understanding of Azure cloud deployments and infrastructure knowledge.
• Analytical mindset to see complexities of procedures and regulations.
• Excellent communication skills.
• Problem‑solving skills and ability to work under pressure to enforce policies and reduce risk; persuade others to adhere to standards.

• BS degree in Computer Science or related field.
• 15+ years of IT experience and 10+ years of leading EUC Technical or manager roles.
• Extensive documentation skills with Excel, PowerPoint and ticketing systems.
• Experience leading a global desktop engineering and support team.
• Experience designing and deploying desktop solutions via “Zero Touch” / Autopilot.
• Knowledgeable and experienced in Azure and AWS cloud computing.
• Jira and Confluence experience.
• Extensive knowledge of vendor security updates.
• Experience using tools – SCCM, Intune, Qualys, JAMF, Splunk.
• Proficiency with Linux, Windows Desktop, Windows Server, Mac, Android and iOS.
• Experience troubleshooting desktop applications.

• End User Computing Technologies
• Desktop Engineering
• Service Desk
• SCCM
• Intune
• M365
• Workstation Patch management tools
• Vulnerability Management & tools
• Incident, Work Order & Change management (ITSM)
• Asset Management and tools

• Microsoft Security, Compliance, and Identity Fundamentals
• Microsoft Azure Fundamentals
• Microsoft Certified Professional
• Certification in ISC²

104,000 – 130,000 per year (salary).

• Provide the opportunity to grow and develop your career.
• Offer an inclusive environment that encourages diverse perspectives and ideas.
• Provide challenging and unique opportunities to contribute to the success of a transforming organization.
• Offer comprehensive benefits globally.

Pitney Bowes is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard for race, color, sex, religion, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other consideration made unlawful by applicable federal, state, or local laws.

All qualified applicants, including veterans and individuals with disabilities, are encouraged to apply.