Role
JOB DESCRIPTION
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
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
Responsibilities
Same as above
