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Endpoint Technical Services Delivery Lead
Ref No.: 17-06364
Location: Carrollton, Texas
Position Type:Contract
Start Date: 10/04/2017
Job Category:IT - Infrastructure Other Skills
  • This is a versatile role providing technical leadership, process assessment, and development in the Endpoint Management (Desktop Management) service streams for Client.
  • The Technical Lead role is asked to contribute to the estate of knowledge and process development for delivering End Point Management Services by participating as a Subject Matter Expert in Software Distribution Technologies, Image Development, and to provide oversight and interface with Application Packaging, Security/Anti-virus and mobility management Teams.
  • The Lead Technical Analyst must be capable of filling in or providing guidance to any member of the team he/she leads.
  • Candidates must have strong organizational skills along with being process driven and conversely, must drive process development and adherence.
  • The Lead Endpoint Tech is responsible to assess and recommend innovative use and implementation of new features and technologies related to desktop management in with the objective of enhancing our customer's End User Experience while driving efficiencies into all aspects of our service delivery.
  • The EPM Lead Tech must effectively work with other technologists in our teams to define and execute our service strategies.
  • This role often will interface with client IT Management, and Client Account Management Teams, as well as with other technology team members from our organization.
  • This person is responsible to assume a leadership role in overseeing the Desktop and Desk-side services, coordinating and monitoring dependencies and between End User Service, Enterprise Computing Platform Services, and Endpoint Management service streams.
  • The Lead Tech may also serve as a top tier support resource for evaluating and remediating complex technical challenges faced by our clients and technology teams.
Key Technical areas of Expertise
  • Candidates are expected to be familiar with purpose, function, and interactions of all areas of expertise listed below.
  • Candidates are not expected to be Subject Matter Experts (SME) on all these areas
Should have SME level expertise on two or more of these:
  • Microsoft SCCM 2012 – Design, Configuration, Administration
  • Microsoft SCCM OSD – Image Development and Deployment
  • Microsoft Deployment Toolkit (MDT ) – Image Development and Deployment
  • Windows Operating System Deployment
  • User State Migration Tool (USMT)
  • Desktop related Group Policy Objects (GPO)
  • Software Distribution
  • Patch Management
  • Security / Anti-virus – McAfee, Symantec
  • Mobility Management
  • Thorough understanding of Application Packaging and related processes
  • Scripting with Powershell and VBScript
  • Desktop and Application virtualization
Soft/Advisory Skills:
  • Candidates must have strong experience and skills in all soft skills listed below.
  • Team Leadership
  • High Quality Written and Oral Communications
  • Conflict Management
  • Innovation and Technology Planning
Day to Day Function:
  • The Lead Tech will be called upon to lead a team of skilled managed desktop service analyst and desk-side support personnel, acting as the team's liaison with the Client account team and our client.
  • This is an onsite client-facing position.
  • Candidate must have experience working with teams responsible for engineering, administering, and configuring Microsoft SCCM and utilizing it for software, patch, and operating system deployment.
  • Candidate must also understand and support team members using Microsoft MDT and SCCM/OSD for image development and management work including creation of new images, and incorporation of new hardware into existing images.
  • Knowledge of Windows 7 and Windows 10 Deployment Technologies, image development, application packaging, and GPO Administration are also key skills.
  • The Technical Service Delivery Lead (TSDL) advises, analyzes, researches, designs, and leads implementation of complex integrated solutions for managing the End User Environment.
  • He/she is a primary contact with our client's technical and management resources to discuss tactical issues.
  • The person in this role will assist in the assessment and development of project plans for initiatives related to deploying End User devices, tools, and management software.
The TSDL is responsible for providing optimal technical solutions to our clients through various activities including:
  • Create and document desktop support processes for troubleshooting Software platforms specific to the client operating environments
  • Create and document refresh strategies
  • Assist with certification and documentation of Equipment and Software configurations.
  • Assist our client's with technology assessments of equipment and software platforms
  • Recommending and maintaining H/W Equipment Standards List.
  • Participate in Hardware/Software Governance Board.
  • Ensure enterprise management tooling features and capabilities are fully utilized to the client's benefit and sustenance of our life cycle management program.
  • Provide reporting for monitoring process.
  • Provide leadership and establish formal Problem Management program with feeds from ITSM and SRMS systems and outputs to the client's Change Management process, work instructions for Service Desk, and Field Operations Personnel, and analysis reporting to Client and Client Account Management teams.
Education/Experience Requirements:
  • High School diploma or GED required
  • Related 4 yr. College degree preferred
  • Excellent communication skills required
  • 5+ years of MS Windows desktop operating system deployment experience required
  • 5+ years of SCCM experience required
  • Windows 7 or Windows 10, deployment experience required
  • Understanding/familiarity with Image Development and Management w/Microsoft MDT
  • Understanding/familiarity with design and configuration of VDI environments/solutions
  • Understanding/familiarity with Image Development using SCCM and OSD
  • Solid Network Infrastructure Principles knowledge required
  • Tier 3 and 4 Support in an Enterprise Desktop Environment Required
  • Cross-Functional Team Leadership Experience in a large ITILv3 compliant Enterprise Environment is required
  • Excellent communications skills, both verbal and written, are needed.