Principal Lead- Infrastructure Operations

As a member of the EUC Engineering team, you will deliver comprehensive support for a diverse array of end-user computing applications and technologies. This role encompasses the management and resolution of complex ServiceNow incidents, requests, and change tasks. You will be responsible for overseeing technologies such as File Services, Print Services, Microsoft Intune, Microsoft Configuration Manager, BeyondTrust Endpoint Privilege Management, BeyondTrust Remote Support, and other end-user computing applications. Additionally, you will ensure the maintenance and optimization of end-user experience services, including advanced workstation-based application support, detailed reporting and analytics, and endpoint configuration and device management for operating systems like Windows and macOS.

Key Responsibilities:

• Lead Complex Assignments: Independently execute and lead intricate assignments in the design, detailed configuration, integration, and upgrade of existing and future technologies within the End User Computing and Collaboration disciplines.
• Advanced Problem Resolution: Conduct advanced problem diagnosis, initiate problem resolution, and provide top-tier, ongoing life-cycle support for new technology deployments and upgrades.
• MacOS Management: Manage and configure macOS devices using JAMF and Microsoft Intune, including deploying software updates, enforcing security policies, and ensuring optimal performance and compliance of all macOS endpoints.
• Stakeholder Management: Cultivate effective relationships and collaborate with leadership, team members, vendors, and contractors to deliver robust technical solutions, ensuring service level commitments and project timelines are met.
• Mentorship and Development: Mentor, coach, and contribute to the development of peers and other team members, fostering a collaborative and growth-oriented environment.
• Strategic Collaboration: Work with team members to ensure project scoping activities align with architectural objectives and strategic goals.
• Performance Planning: Utilize performance data and historical metrics to plan for growth needs, upgrades, migrations, optimizations, and new implementations.
• Documentation and Standards: Develop and maintain comprehensive documentation, including knowledge articles, build changes, models, troubleshooting and support guides, systems metrics, and overall project information.
• Thought Leadership: Provide thought leadership and influence the continual refinement of processes, policies, and best practices to ensure the optimal performance and availability of technologies.
• Continuous Learning: Continuously enhance specialized knowledge and technical subject matter expertise by staying informed of industry trends and emerging technologies.
• Training Shifts: Adjust work schedules to coincide with other team members shifts during cross-training or onboarding sessions, ensuring a more effective learning and collaborative environment.

Qualifications:

• Bachelor s degree in information technology, Computer Science, or a related field.
• Proven experience in end-user computing and collaboration technologies.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with performance monitoring tools and techniques.

Preferred Skills:

• OS Compliance, Management, and Upgrade: Windows/macOS
• Endpoint Management and Automation
• Endpoint Privilege Management: Maintenance, support, and upgrade
• BeyondTrust Remote Support (Bomgar): Maintenance, support, and upgrade
• File Servers/Shared Drives/DFS/File Replication
• Print Servers / Managed Print Services / Badge Printers / Uniflow
• Web Browsers Management: Microsoft Edge
• PowerShell / BASH Scripting
• Power BI / Reporting / Analytics
• Client Tools: Office 365 apps, Adobe, Java, misc. productivity applications
• Applications and Patch Management: Intune/JAMF
• AD/AAD, GPOs, Device Control, Enterprise Control, Compliance, Audits
• Vulnerability Assessment and Deduction