Desktop Engineering Manager

Let’s be #BrilliantTogether

Overview

The Desktop Engineering Team Lead is a key contributor to ISS’s global IT Services organization. The successful candidate will lead and provide technical direction to the Desktop Engineering team within IT Service Delivery. The position will also provide 3rd level global support as required to ISS offices across Americas, EMEA and APAC. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of an independent thinker, highly engaged communicator, technical expert, and a problem solver.

A successful Team Lead enjoys the challenge of implementing and managing technologies used by our workforce in their day-to-day operations. In addition, the Team Lead should be able to evaluate and provide feedback to management on new technologies, leading the Desktop Engineering team in designing and deploying solutions to improve resource efficiency and availability.

The Team Lead must be able to quickly become familiar with new technologies and practices to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, the Team Lead should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling issues and driving processes forward without having to escalate them to management for handling. Solid technical expertise, ability to prioritize, project management, willingness to learn, and excellent customer care skills are essential for this role.

Responsibilities

• Lead Desktop Engineering team, defining and driving strategy, projects, establishing best practices and providing leadership to staff.
• Manage team responsible for Windows 10/11 and MAC imaging, application packaging, creation, verification, and deployment processes.
• Build, configure, and deploy software and applications through SCCM or other tools, and conduct audits for unlicensed software; research, troubleshoot, and resolve SCCM issues.
• Work with other IT departments to ensure deployed hardware and operating systems are compliant with security standards, routinely patched and vulnerabilities are addressed.
• Establish machine certification and testing protocols prior to handing over to Tier 2 Tech Support.
• Define, manage, and communicate end user computing hardware standards and roadmap, working with vendors to procure, test, and implement hardware model changes.
• Manage Office365, Intune, and Exchange Online, including users, groups, tenants and migrations, and policies.
• Work with other IT departments as necessary to assist with the planning, design, configuration, implementation, and deployment of applications and management systems.
• Build, configure, deploy, and support ongoing usability of computers, peripheral equipment, and software.
• Responsible for the overall implementation of operating systems, software packages, updates.
• Monitor PC and MAC OS, Windows and Browser updates and keep ISS fleet up to date and off end of life software.
• Troubleshoot basic network, software, and printing problems.
• Excellent communicator with business users, management, and team members regarding status of activities.
• Work with vendors to resolve technical problems with desktop computing images, equipment, and software.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Work with procurement staff to purchase hardware and software.
• Assess functional needs to determine specifications for purchases.
• Desire to take advantage of training and learning opportunities
• Ability to function effectively in a fast-paced environment
• Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service.
• Document IT desktop procedures as directed.
• Apply a “business” focus to all assignments and responsibilities, measurement of results, and associated reporting.
• Support the development and implementation of related global support standards, processes and documentation.
• Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Must have 3-4 years experience leading a Technical Support, Desktop Engineering, or other IT team.
• With 5 years experience in creating, troubleshooting, and deploying operating system images, applications, and patches with SCCM.
• With 5 years experience in building, installing, configuring, troubleshooting, and supporting PCs and laptops.
• With 5 years’ experience in Microsoft’s Active Directory and Group Policy and supporting Windows 10
• 3 years’ experience supporting Office 365 products
• Experience in MacOS imgaging, Powershell scripting and PowerBI would be an advantage
• Experience in Cisco telephone systems and service delivery systems (ServiceNow, Jira, Remedy or similar service delivery application) a plus.
• Knowledge of various hardware platforms including Dell, Lenovo, and Apple and ability to support iOS and Android phones.
• Knowledge of structured Service Desk functions and operation under ITIL framework
• A+, MCSE, or other technology certifications a plus.
• With excellent written and verbal communication skills, telephone manners and a friendly disposition.
• Able to define & document IT/Product support procedures as required.
• Able to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.
• Has the ability to remain calm in a highly stressful environment and can coordinate and prioritize effectively and efficiently
• Strong critical thinking, analytical and problem-solving abilities.
• Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.

#LI-JG1

#MIDSENIOR

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What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

Visit our website: https://www.issgovernance.com

View additional open roles: https://www.issgovernance.com/join-the-iss-team/

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.