Desktop Management Service Lead
Previous Job
Desktop Management Service Lead
Ref No.: 16-02949
Location: Thousand Oaks, California
Position Type:Contract
Start Date: 05/05/2016
 Position overview:
  • This is a position for an operations management role in support of Client's global desktop management service. 
  • The selected candidate would report to the Senior Manager of End User Technologies at Client, and Director of Global Endpoint Management Services at Client.  
  • The candidate would be responsible for the end-to-end Desktop Management service; inclusive of the daily management and oversight of the operational support staff, oversight and liaise to the Client DTM managed services partner, ensuring staff and service adherence to policies, SLA's and OLA's, providing guidance and Client direction for image build/support, patch management, DTM infrastructure (SCCM, 1E, OSD, etc.), advise relative to departmental budgets, provide weekly/monthly/quarterly (Client) service reporting, trend analysis and forecasting, and drive continual service optimization and efficiency. 
  • This role will also work in alignment with the Desktop Management Technical Service Delivery Lead to expand and optimize Client's Desktop Management service offerings, develop DTM service and technology roadmaps, implement DTM infrastructure and end user technology projects, and ensure ongoing alignment between the business needs, DTM service offerings and user device technologies.
  • This is a high visible, highly dynamic role that calls for interaction with various technical and business teams across Client IS globally, as well as interaction and communications with various levels of Senior Management.
 Required Qualifications:
  • Bachelor's degree & 8 years of directly related experience, or
  • Associate's degree & 10 years of directly related experience, or
  • High school diploma / GED & 12 years of directly related experience
  • Proven experience in end to end Desktop Management services in a large enterprise (10,000+ users)
  • Proven global staff and vendor management skills in a large enterprise (10,000+ users).
  • Proven experience in end to end VDI architecture, delivery and implementation of a scalable service.
  • IT Service Management and/or ITIL experience.
  • Proven experience working with a broad range of desktop operating systems, software delivery technologies and desktop virtualization technologies including SCCM 2012, Citrix, App-V, and VMWare.
  • Proven experience deploying large-scale, global desktop management infrastructure and software projects.
  • Demonstrated capability in developing desktop management service delivery strategies.
  • Demonstrated ability to lead technical team members and conduct troubleshooting, as needed.
  • Demonstrated ability to provide guidance, leadership and clear, actionable directions in high-pressure situations
  • Demonstrated capability and experience in engaging with business teams at various levels of management and technical capabilities.
  • Demonstrated capability for overall technical coordination, status reporting and consistency in delivering project related work efforts.
  • Strong business analysis skills.
  • Strong verbal and written communication skills across multiple staff levels (executive, technical SME's, non-technical end users), and ability to work independently in matrixed organizations.
Client's Desktop Management Services includes:
  • Software packaging and distribution
  • Software removals
  • SCCM administration of general use PCs (SCCM 2007 and CM2012)
  • Client health
  • Desired configuration management (DCM rules)
  • SCCM reporting (software/hardware inventory, software deployment status, software removal status, patch levels)
  • PC and Mac imaging
  • Providing the tools and instructions for applicable IT staff to be able to apply images to computers
  • Operating system deployments
  • Software deployments
  • Security patching for desktop OS and applications
  • Group policy object (GPO) management/administration
  • Customized scripts for the purposes of software packaging, imaging, image deployment, and software deployments or removals
  • Management of the corporate software catalog (1E Shopping)
  • Management of Least Privilege Management (LPM) – managing application elevation policies for standard users (no admin rights)
The following items are the systems, applications and tools used in the delivery of the Desktop Management Service:
  • SCCM 2007 R2/CM2012 R2
  • Group Policy Management (GPMC)
  • Advanced Group Policy and Management (AGPM)
  • Microsoft BitLocker Administration and Management (MBAM)
  • Active Directory Users and Computers snap-in (ADUC)
  • BitLocker disk encryption
  • Microsoft Deployment Toolkit (MDT) 2012, 2013
  • Windows Automated Installation Kit (WAIK)
  • Windows Performance Analyzer
  • Flexera AdminStudio (for MSI packaging)
  • 1E Shopping (Client Software Catalog)
  • Service Now (ISM) for service requests incidents, change management, problem management, knowledge base 
  • Avecto Privilege Guard (for LPM)
Job Duties:
  • Daily operations management of ~20 DTM support staff (includes Contingent Workers, Client staff and Managed Services partners), supporting ~30,000 global Client staff & business partners.
  • Delivering desktop management service results by communicating job expectations; planning, monitoring, and appraising job results; facilitating meetings with service provider and customers; initiating, coordinating, and enforcing systems, policies, and procedures.
  • Working with various matrixed teams to define, document, measure and communicate service needs and roadmaps. Conveys strategy and roadmap to service provider and ensures service provider stays on target for the strategy and roadmap delivery.
  • Interaction with vendors, service partners, manufacturers and other industry professionals to understand industry trends, technology and service roadmaps, and other factors that can influence Client DTM service needs.
  • Operational responsibilities– measuring and reporting operations statistics, issues, risks, constraints, management of communication / escalations, leadership and organization of operations-related meetings and discussions.
  • Working with the leadership team to understand service priorities and scope.
  • Support of other IS Service Owner initiatives that will have influence or reliance on the DTM service to meet Client business objectives.
  • Sustains Desktop Management results by defining, delivering, and supporting information systems; auditing ticket closure rates and SCCM system uptime.
  • Acts a business owner for standard/common desktop applications and middleware: Microsoft Office, Microsoft Windows 7/8.1, Internet Explorer, SCCM, 1E Shopping, Avecto Privilege Guard, Visio Viewer, Windows Media Player, Adobe Reader, Adobe Acrobat, Adobe Flash, Microsoft Silverlight, Oracle Java Runtime Environment (JRE 6, JRE 7)
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies and attending applicable business conferences.
  • Provides daily, monthly and/or quarterly service management health reports, service trend analysis, optimization, consumption and cost analyses and other data as needed to monitor service to EUT management.