Mgr. Information Systems Engineering

IT Operations & Desktop Support Lead onsite desktop support operations for employees at the Lowell office. Manage escalations involving hardware, software, endpoint, access, AV, and collaboration technologies. Oversee laptop deployments, onboarding/offboarding, imaging, refreshes, and break/fix support. Support conference room and executive technology needs. Partner with global IT teams to improve service delivery and user experience. Manage and support endpoint technologies including Microsoft Intune, Windows Autopilot, Tanium, CrowdStrike, and Jamf. Support software deployment, endpoint troubleshooting, vulnerability remediation, and device health initiatives. Manage incidents, service requests, change activities, and reporting through ServiceNow. Ensure endpoint devices meet company security and operational standards. Coordinate procurement activities for IT hardware, software, and related services. Manage purchase orders, invoices, vendor relationships, contract tracking, and service delivery performance. Develop operational dashboards and reporting related to service performance, asset management, and endpoint health. Support audit readiness, documentation, and operational compliance activities. 8+ years of experience in IT operations, desktop support, endpoint support, infrastructure support, or enterprise IT engineering. 4+ years of experience leading teams, supervising technical staff, or managing IT operations. Experience supporting Windows and macOS environments in an enterprise setting. Experience with endpoint management and support technologies. Experience working within ITIL-based incident, change, problem, and service request processes. Experience using IT service management (ITSM) platforms such as ServiceNow. Strong communication and collaboration skills with the ability to work across technical and business teams. Hands-on experience with Microsoft Intune, Windows Autopilot, Tanium, CrowdStrike, Jamf, or similar endpoint management and security platforms. Experience with ServiceNow incident, request, change, asset management, CMDB, and reporting modules. Experience managing IT assets, procurement workflows, vendors, purchase orders, invoices, and contract-related processes. Strong knowledge of hardware troubleshooting, software deployment, endpoint security, device compliance, patch management, and vulnerability remediation. Experience managing onsite IT operations in a corporate or enterprise environment. Experience with SharePoint administration, workflow automation, analytics, reporting, or process improvement initiatives. Experience supporting executive users, conference rooms, and AV technologies. Relevant certifications such as ITIL, ServiceNow, Microsoft Intune, Jamf, security, or project management certifications.