Manager, Enterprise IT – OSC

Manager, Enterprise IT – OSC page is loaded## Manager, Enterprise IT – OSClocations:
Suwanee, GAposted on:
Posted Todayjob requisition :
RThe Manager, Enterprise IT – OSC will lead a team of Enterprise IT engineers responsible for delivering exceptional 24x7 support to employees across global locations. This role ensures seamless resolution of desktop and Microsoft 365 (M365) issues, driving productivity and satisfaction for a global workforce. The ideal candidate combines strong technical expertise with leadership skills to foster a high-performing, employee-centric support environment.

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:
* Windows desktop enterprise versions, patch management, and deployment
* Active Directory administration and best practices
* Networking fundamentals, firewalls, and centrally managed Wi-Fi
* Microsoft 365, Azure environments, and enterprise licensing
* Service Now platform and Power Shell scripting
* Virtual conferencing solutions and bastion/jump host configurations
* Demonstrate ability to lead multiple enterprise-wide projects and communicate effectively with executives.

BASIC QUALIFICATIONS
* Proficiency in Microsoft 365 ecosystem and Windows OS management
* Experience with vendor management
* Experience in technical end user support
* Experience in conducting risk management and analysis
* Familiarity with a wide breadth Enterprise IT technologies
* 5 years of IT support or management
* Experience with mobile device management, hardware & software solutions to meet business demands, and cloud based applications
* Microsoft Enterprise level certifications
* US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS
* Experience working with Service Now
* 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

KNOWLEDGE, SKILLS, AND ABILITIES
* A sense of urgency and passion for solving problems the right way the first time
* Initiative-taker with the ability to work independently and cooperatively in a fast-paced team environment
* 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 collaborator
* Ability to work and thrive in a matrix organization
* Ability to coach and mentor while holding team accountable.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  

We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

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