Manager, Workstation Patching

Description
*PURPOSE*
The Manager, Workstation Patching leads a team of administrators responsible for planning and implementing the enterprise end-user experience for patching and upgrading of end user hardware, client operating systems, virtual desktops, and end user applications. This position is also accountable for the team financials and overall lifecycle of services owned by the Workstation Patching team.

The Manager, Workstation Patching position is part-business and part-technical: on the business side, they need to be able to represent technology to other leaders and individual contributors in non-technical language (e.g. business cases, features, lifecycle, etc.), and on the technical side, they need to be hands-on with a wide variety of technologies and be able to engage with engineers, operations staff, vendors, and be comfortable with advanced technical concepts. The position will also be engaged to create technical solutions and processes with their team where one does not yet exist.

This role depends on the candidate being a self-sufficient leader and highly motivated to engage across the organization to find solutions and encouraging their team members to think outside the box. The position requires the individual to interface directly with senior business leaders, IT management teams, and with technical peers and colleagues. The ability to engage and communicate effectively across this broad spectrum of audiences is critical to success in this role.

Work hours will primarily align with the U.S. Eastern time zone and could include schedule variability depending upon priorities, in addition to being the escalation point for the team's on-call rotation.

Duties And Responsibilities

• Mentor, coach, and develop a team of administrators with a diverse range of experience and skill sets
• Execute the enterprise strategy and roadmap for keeping end user hardware, client operating systems, virtual desktops, and end user applications secure and remediated of any known vulnerabilities through upgrades and patching
• Acts as first point of contact for new requests for application deployments and upgrades
• Acts as a technical conduit to multiple groups in Technology Solutions, aligning the discussions across teams and translating between business and technical language as needed for the audience
• Lead the implementation of technical projects to achieve delivery of key products and solutions.
• Identify KPIs, collect data, analyze trends, and be able to represent service quality and execution of activities within their team
• Identify opportunities and cost-effective ways to implement and execute improvement initiatives in the Team Member Technology eXperience service portfolio
• Develop and deliver presentations, business cases, and product strategies to senior Technology Solutions leaders
• Serve as a thought leader for the organization and drive Proof of Architecture to showcase future capabilities
• Document procedural guides for testing and rolling out new services
• Maintain involvement in technology news and changing trends in the industry and provide management and internal teams with updates

COMPETENCIES (KNOWLEDGE / SKILLS Or ABILITIES / BEHAVIOR)
Knowledge

• Vulnerability Management
• Compliance/Audit
• Microsoft Windows clients
• Modern Device Management
• OS Deployment
• Scripting/Automation

Skills

• Hands-on experience with technologies from Microsoft, Google, Apple, VMware, IBM, and other large technology vendors
• Excellent written and verbal skills with clients, vendors and teammates, with an ability to summarize and translate between business and technical contexts
• Excellent troubleshooting and analytical skills
• Excellent team-working, collaboration and interpersonal skills
• Excellent time and task management skills
• Excellent project management skills
• Applies creativity with an enterprise mindset
• Ability to remain calm and be able to execute under pressure (e.g. critical outages, delivery deadlines)
• Ability to motivate others to perform above normal expectations
• Ability to manage multiple issues at one time with exceptional follow through
• Requires ability to withstand mental pressure caused by time deadlines, frequent changes, periodic heavy workload, rapidly changing environment and dynamic business growth

Behavior

• Participates in and successfully completes the company's compliance program requirements and adheres to the Code of Conduct, Company policies, and applicable federal and state requirements
• Sets an example for other employees regarding how the Company's Code of Conduct and Compliance Program is applied and observed every day when dealing with customers, business operations, and other teammates
• Reports potential violations of company policy, Code of Conduct, and/or applicable laws and regulations to the company hotline, through the chain of command, to the Compliance and Ethics Department, or through other channels made available by the company for reporting potential violations
• Promotes an environment in which other employees are encouraged to report potential violations

Qualifications
Required

• Bachelor's degree in computer science or a related field, or combination of education and equivalent work experience
• Minimum six years of experience working with Microsoft Windows workstations, macOS, and IT Service Management software in an enterprise organization.
• Minimum six years of experience using a configuration management system (e.g. Workspace ONE, Microsoft SCCM, IBM BigFix, Active Directory GPOs).
• Minimum six years of experience with enterprise patching policies, including ongoing maintenance and remediation
• Minimum five years of experience building, packaging, installing, deploying, and repairing client platform applications and operating system updates
• Minimum three years of experience scripting and automating processes using PowerShell or similar scripting language
• Minimum two years team supervisory or management experience.
• Advanced knowledge of current Microsoft client operating systems.
• Knowledge of currently supported macOS version(s)
• Knowledge of Omnissa Workspace ONE (formerly VMware Workspace ONE, Airwatch)
• Hands-on experience with technologies from Microsoft, VMware, Google, and Apple.

Preferred

• Experience building strategies and processes for a global, multinational, multi-language environment
• Experience with network troubleshooting.
• Experience with scripting using PowerShell, VBScript, etc.
• Experience working with cross-functional teams and utilizing an Agile methodology.
• Experiencing in architecting, managing and implementing large heterogeneous enterprise environments.
• Hands-on experience with multiple technology stacks and infrastructure platforms.
• ITILv4 Foundation certification