Manager, Enterprise IT – OSC

** RESPONSIBILITIES, other duties may be assigned*
* · Manage and mentor a team of OSC Enterprise IT support engineers, including hiring, training, coaching, and performance evaluations.
· Define and implement processes to deliver world-class Tier-1 end-user support across global locations.
· Promote an automation-first approach for IT operations and provide opportunities for engineers to adopt automation tools.
· Develop and enforce best practices, standards, and procedures for Tier-1 desktop support in compliance with organizational policies.
· Oversee ticket management in the ITSM system, ensuring timely resolution and proper escalation to Tier-2 support.
· Act as the primary point of contact for Tier-1 escalations related to Enterprise IT, Business Systems Support (BSS), and Service Now.
· Collaborate with Information Security to maintain secure configurations and enforce security policies.
· Partner with stakeholders to create clear IT policies and identify process improvements to enhance efficiency and user satisfaction.
· Assign and monitor tasks for adherence to processes and timely completion.
· Manage projects, track milestones, and provide regular executive-level updates on departmental initiatives.
· Oversee vendor relationships and manage capital and operational budgets.
· Ensure integration of Enterprise IT functions with automation, Dev Ops, and M365 cloud models.
· Maintain strong technical expertise in:o   Windows desktop enterprise versions, patch management, and deploymento   Active Directory administration and best practiceso   Networking fundamentals, firewalls, and centrally managed Wi-Fio   Microsoft 365, Azure environments, and enterprise licensingo   Service Now platform and Power Shell scriptingo   Virtual conferencing solutions and bastion/jump host configurations
· Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.
· Experience working with and presenting at the executive level
· Azure certifications
** BASIC QUALIFICATIONS*
* • Knowledge of LAN/WAN networking and architecture, including centrally managed wifi installations  
• Automation experience in provisioning workstations  
• Integrate Enterprise IT functions with an automation first/devops/M3655 cloud model  
• Strong knowledge of Windows desktop enterprise versions, update cycles, patch management, and deployment  
• Strong knowledge of Active Directory concepts, best practices, and management  
• Familiarity with bastion/jump host configuration, management, and deployment  
• Comprehension of Microsoft enterprise licensing options and policies  
• Experience architecting technology solutions   
• Experience in conducting risk management and analysis  
• Ability to communicate with executives  
• Experience leading and managing multiple enterprise-wide projects
• US Citizenship for this position is required by law due to federal customer contracts
** PREFERRED QUALIFICATIONS*
* • Experience working with Service Now   
• Experience with powershell  
• Experience with virtual server infrastructure using VMware   
• Comprehension of Microsoft enterprise licensing options and policies  
• Experience deploying & supporting virtual conference clients (preferably Web Ex)  
• General understanding of networking, firewalls, and server/VM technologies  
• Experience working in Microsoft 365 and Azure environments  
• Experience working in a multi-tenant or managed service provider environment  
• Experience working in a data-center environment or organization  
• Experience working with and presenting at the executive level  
• Azure certifications
** KNOWLEDGE, SKILLS, AND ABILITIES*
* • Self-starter with the ability to work independently and cooperatively in a fast-paced team environment   
• Ability to quickly learn new technologies and stay up to date on industry trends  
• Excellent communication skills; ability to communicate technical concepts to technical & nontechnical audiences  
• Unique ability to understand the nuances of a problem and create a way forward that meets the higher level business objective  
• Fast-learner, results driven, and team player
** TOTAL REWARDS
** This role is also…