Manager, IT Operations and Engineering | Remote, USA

The Manager, IT Operations and Engineering will manage the Desktop Architecture Team and maintain the Desktop & Hardware infrastructure across the enterprise.  Responsible for the management of several Cloud platforms to include installing, supporting, and maintaining hardware, software, infrastructure, and systems – as well as recommending new solutions to keep our internal technology at the cutting edge. Build relationships with other IT support teams and cross functionally collaborate with other internal stakeholders.

How you'll make an impact:

• Lead the engineering function and teams of 2nd / 3rd Level Support, Patching/Imaging, VDI/AWS Desktop Environment, Endpoint Software Management, Enterprise mobility, Solution Architecture, Cloud Applications, IAM Administration, Endpoint Security MGM & MDM management teams

• Responsible for the management of several Cloud platforms, such as Office365, JAMF, Kinobi, InTune and others. This includes installing, supporting, and maintaining hardware, software, infrastructure, and systems – as well as recommending new solutions to keep our internal technology at the cutting edge.

• Process improvement: building scalable processes, tools, and infrastructure through metrics driven, KPI based methods using evidence-based reporting and decision-making to meet objectives.

• Build relationships with other IT support teams and work closely with them to ensure executive’s tickets are handled with appropriate urgency and brought to satisfactory resolution.

• Perform analysis of IT Desktop infrastructure needs and maintain infrastructure services within SLA requirements.

• Troubleshoot infrastructure and application issues, serve as a technical expert in field of Desktop Architecture and lead team by example – ‘sleeves up, hands -on get involved when you lead’.

• Ensure a secure and responsible desktop infrastructure including the implementation of security best practices.

• Establish best-practice methodologies for tier 3/4 resolution to support a global production environment based on metric based KPIs.

• Develop Desktop Architecture operations processes and tools from concept to delivery.

• Improve performance and output by assessing patterns of success and failure. Look for opportunities to coach others and make others successful.

• Provide training, mentorship and ongoing support of infrastructure best practices to all IT stakeholders.

• Manages the team of Global Technology Solutions Administrators and Support Engineers.

What we're looking for:

• Bachelor's degree in computer science and/or related fields or equivalent work experience in lieu of degree.

• 5 or more years of Information Technology management experience preferred.

• At least 5 years of experience in user or customer facing 2nd / 3rd level IT support roles.

• Cloud Platform expertise

• Experience supporting Windows and MacOS endpoints in device management environments.

• Strong support skills for desktops, mobile devices and MDM, printers and MFPs, office hardware etc.

• Prior experience supporting modern video conferencing solutions and platforms, AV conference room equipment, etc.

• Familiarity with enterprise networking and experience troubleshooting network related issues with DHCP, DNS, VLANs, Firewall rules etc.

• Experience supporting and managing common Corporate IT SaaS tools (Office365, Zoom, ServiceNow, etc.) and Cloud Identity Platforms like EntraID, Ping, etc.

Salary Range Description

$108,100.00 - $144,000.00 Annual

The Hiring Range provided for this role is informed by (but not limited to) various factors including responsibilities of the position, work experience, education/training, internal peer equity, geography, as well as other market influences when extending an offer. The disclosed range has not been adjusted for these factors. This role may also be eligible to participate in a variable incentive-based bonus plan. Optiv offers a comprehensive compensation and benefits package, of which salary is a component.

Job Application Window

This position accepts applicants for a minimum of 4 business days after the job posting date and will remain available until an applicant has been selected for the position.

What you can expect from Optiv

• A company committed to championing Diversity, Equa