Manager Desktop Support

Published date Posted on Indeed on Aug 26, 2022 (34 d ago)

About Dexcom:

Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes .

Position Summary:

In close collaboration with the IT Infrastructure leadership team, the Manager of Desktop Engineering is responsible for strategic vision for the design, implementation, and ongoing enhancement of endpoint management services and solutions for the global organization. The manager will lead a small technical team of Desktop Engineers focused on improving the end user computing experience. They will be the technical service owner for the following services: endpoint systems management, asset management, lab and shared computing environments, virtual desktop and virtual application services, remote assistance, endpoint backup, desktop OS patch and migration management, desktop software packaging and distribution management.

Essential Duties and Responsibilities:

  • Solid understanding of Microsoft MECM (SCCM) and Intune environments
  • Solid understanding of JAMF Cloud and Mac Device Management
  • Maintain an elevated level of knowledge and expertise in core enterprise environments: MECM/JAMF Cloud, Windows/Mac Updates
  • Ensure a standard up to date desktop image
  • Lead the Lifecyle Management of Endpoint devices, including refresh, upgrades and evaluating new hardware models
  • Ensure all Security and Driver updates are consistently applied to desktops
  • Oversee QA testing of all new laptop\desktop hardware
  • Oversee the evaluation, testing, and deploying all client facing applications
  • Assist in managing and resolving tickets in Level 3 support queue
  • Assist with management and deployment of desktop software and policies.
  • Basic knowledge of various other IT practices (networking, servers, voice, email)

Required Qualifications:

  • 5+ years’ experience managing and supporting desktop engineering services in an enterprise environment
  • 3+ years’ experience managing JAMF Cloud and MECM in an enterprise environment
  • Experience developing / implementing standards, processes, and procedures
  • Experience imaging and supporting Windows/Mac desktop operating systems
  • Experience with quality assurance of PC images and software deployments
  • Experience with desktop management tools and concepts
  • Experience working with software deployment and inventory systems
  • Experience working with Dell/Apple desktop hardware
  • Experience working with Microsoft/IOS operating systems and applications
  • Experience working with Active directory in a multi-domain forest a plus
  • Experience with email and mobile device management
  • Experience working flexible hours and on call 365x24x7
  • Strong technical knowledge on all supported application & hardware
  • Strong organizational and analytical skills; oral and written communication skills
  • Demonstrated ability in independent functioning
  • Ability to accomplish tasks without supervision
  • Must possess a positive and professional attitude
  • Experience working with virtual / remote staff members
  • Excellent project management skills
  • Ability to take initiative and lead projects

Preferred Qualifications:

  • Experience working within an Agile and ITIL models.
  • Experience leading multiple cross-functional projects.
  • Working knowledge of Okta and SSO solutions.
  • JAMF/MECM Certifications a plus.

#LI-AP1

#LI-REMOTE

Functional Description

Manages the activities and personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems. Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Oversees maintenance of database for data integrity and security for desktop systems. Develops projects and provides strategic management and objectives for the department. May manage training programs designed to educate an organization's computer users about basic computer use and specialized applications. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Functional/Business Knowledge

  • Knowledge and awareness spans all aspects of the specific functional area.
  • Having wide-ranging experience, uses professional concepts and knowledge of company objectives to resolve complex issues in creative and effective ways.
  • Develops a proficiency of the company's business / market in order to inform decisions.

Scope

  • Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
  • Provides guidance to team members / supporting employees using established company policies.
  • Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.

Judgement

  • Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.
  • Follows processes and policies in selecting methods and techniques for obtaining solutions.
  • Erroneous decisions or failure to achieve results will add to costs and may impact the short-term goals of the organization.

Management

  • Manages the coordination of department/functional activities with responsibility for results, methods and staffing.
  • In some instances may be responsible for a functional area or contracted / outsourced employees or matrixed reports.
  • People management responsibilities include hiring / terminations, performance reviews, career development coaching and compensation decisions.

Field Sales

  • N/A

Experience and Education

  • Typically requires a Bachelors degree with 8-12 years of industry experience.
  • 2-5 years of previous management or lead experience.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com .

An Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com .

View the OFCCP's Pay Transparency Non Discrimination Provision at this link .


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