Team Lead, End User Computing

The Team Lead, End User Computing is accountable for management and operations of all end user devices and peripheral equipment. Responsibilities include design, architecture, sourcing, and management of the end user computing platform, building and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing/developing new solutions to support the business strategy. The Team Lead, End User Computing will work with the larger IT organization to deliver solutions, serve as a subject matter expert in end user computing technology, manage governance and compliance, and drive the focus to deliver an optimum customer experience. Identify end user technologies such as desktop workstation hardware, video conferencing technologies, printers and mobile computers which will improve customer satisfaction, reduce cost and improve efficiency. Architect, design, implement, test and deploy end user technology solutions Complete research using vendors, interviews and written materials for new and emerging technologies for input into recommendations around potential use within Husky. Research and analysis is also performed in seeking possible solutions for identified issues and problems in major platform changes and functional software deployments. Work with other team members to develop and test firm images that are used on the majority of our 5,000 workstation fleet. Collaborate with Infrastructure, Security and other teams that interface with the end user technology team. Work with Service Desk and regions/offices to provide second level support on hardware and software environments. Create/test packages and scripts to be distributed through software distribution systems including SCCM and InTune. Collaborate with vendors and other staff to troubleshoot issues, identify platforms that meet requirements, and ensure regions/offices receive required support and services to provide end users with a stable, consistent platform. Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by the End User Computing team. Assign personnel to various projects, direct their activities, and evaluate their work to ensure timelines and service levels are met Monitor ongoing staff performance, identify and communicate opportunities for improvement. Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects IT Establish metrics to measure efficient use of existing systems and resources Promote a professional environment at all times, acting as a point of escalation for staff and internal teams Manage the lifecycle of all endpoint devices by establishing duty cycles and coordinating ongoing refresh initiatives Ensure assigned IT support tickets are triaged and resolved within agreed-to SLAs Other duties assigned. Requirements Comprehensive understanding of, but not limited to, PC hardware, meeting room kits, scan guns, printers, mobile devices, software, operating systems, directory services, etc. Experience with software distribution systems Experience with device and asset management required Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required Problem solving skills and ability to work under pressure 10 years of professional IT experience with increasing supervisory experience.