Job Description

Role:

Job Code: 4103 Manager, EndPoint Services

Narrative:

This role is responsible for service ownership, system management and third level support; will investigate, troubleshoot and solve complex support issues and work to improve the overall end user experience.

• ​Collaborate with operations and support teams to provide direction/support, streamline processes, gain efficiencies, and enhance the overall user experience.
• Manage and maintain the systems and processes that enable management & security on the endpoints.
• Act as point of escalation for Level 3 support and major incidents, working with vendors to resolve complex technical issues
• Interface with internal customers to provide support, training, and technical expertise for services provided and identify emerging technologies that may be applicable to the business
• Review metrics associated to services provided and drive continual service improvements regardless of where the technology components, skills, or processes reside
• Maintain documentation, including operational procedures, knowledge articles, user reference guides, and project plans
• Perform system health checks and create test cases for new tools

Skill Matrix: Virtual Desktop Infrastructure (VDI)

Skill Mandatory / Preferred

System Administration

• Citrix XenDesktop
• Citrix Provisioning Server (PVS)
• Citrix XenApp
• Azure Virtual Desktop (AVD)
• Virtualization (UPM/AppSense)
• Active Directory Security Group Management

Mandatory

• BlueCoat Policy Management
• Firewall Configuration
• Citrix Netscaler
• Citrix Xenserver

Preferred

Scripting

• VB, Power Shell, Batch

Preferred

Networking

WAN/LAN, TCIPIP, DHCP, DNS, VPN, Windows Server operating systems

Preferred

General Reporting

• Shell Scripting, SQL, Access, Excel

Preferred

Enterprise Browser

• Island IO and Palo Alto Prisma

Good to have

#KGS #LI-DW1

Same as above