Incident Manager
ResMed
CloudGoITSM
Job Level
Mid-LevelSenior
Tech Stack
JamfMacOSServiceNow
About the role
- Lead Unified Endpoint Management and end-to-end user experience for endpoints
- Develop strategy and roadmaps for End User Computing services and drive execution aligned with business strategies
- Provisioning and endpoint management of ~8,000 desktops, laptops, and tablets across Windows, macOS, ChromeOS, Mobile, and VDI platforms globally
- Serve as consultative resource for major systems projects (upgrades, conversions, implementations, decommissions)
- Develop, implement, and maintain policies, procedures, processes and training plans for effective support
- Oversee daily tasks and projects of the Endpoint team, including technical support, escalations, reporting, and service level monitoring
- Partner with Service Desk delivery manager and cross-functional stakeholders including Pure Security Office and Engineering
- Manage vendors and contractors to achieve area strategy and justify recommendations via cost/benefit analysis
- Monitor industry trends to improve technology and service levels
- Build a high-performing global team culture with ownership, accountability, and career development focus
Requirements
- Advanced/Expert hands-on experience with desktop management, MDM and software distribution (JAMF, Workspace One, SCCM, Intune)
- Ability to assess complex systems, business processes and define requirements for solutions
- Strong ITIL experience with deep functional and technical knowledge of ServiceNow
- Strong project management skills with ability to prioritize and multitask in a fast-paced environment
- Proven leadership and people management skills; experience training, coaching, and developing teammates
- Experience managing vendors and contractors and performing cost/benefit analysis
- Excellent communication skills with ability to articulate complex problems and solutions simply and logically
