Microsoft Managed Desktop (MMD) is a groundbreaking, new service offering from Microsoft built on top of Microsoft 365 with our Windows, Office 365, Cloud management and Security capabilities. At its core, MMD is a work environment for creative and collaborative work, leveraging modern always-up-to-date devices. We attract and retain talent that help our customer’s IT department focus on their overall digital transformation by ensuring organizations stay current in a more simplistic and scalable manner.

We need a Service Engineering Manager to manage the Service operations team in MMD who will be responsible to quickly assess and mitigate security and operational issues across customer environments.

Much of the responsibilities of the team are reactive in nature, leveraging the capabilities of Microsoft 365. You and your team will perform operational activities, such as Windows configuration management via Microsoft Intune. The engineers in the team have the breadth to expertly own both security and operational incidents to mitigation, and the capability to manage projects to improve our service offering through software and knowledge management.

The right candidate will have broad security and operational knowledge, great managerial skills, good judgment, excellent troubleshooting, and a well-developed sense of discretion involving sensitive issues.  Additional background checks may be required.

Responsibilities

The Ideal Candidate - You should be:

• Customer focused - everyone is a customer, either current, or potential. You inherently realize this, and your drive and focus on building scalable systems that meet and exceed customer expectations are what we want.
• Nonconventional thought leader - Just because it has always been done “that way”, does not mean it needs to continue, you are a threat to standard convention. Out of the box thinking is your norm. You are the person who envisions software out of live-site issues.
• You are humble and ambitious, respectful yet direct, courteous yet bold, unpretentious while extraordinary. You are able to both give and receive constructive feedback equally.
• You are innovative and transformative, you are abreast of the latest and emerging technologies. You are highly technical AND spectacular.
• Anything worth doing once, is worth doing right the first time. Quality is job 1.
• You are a data sleuth. You use data modeling, statistical analysis, and data science to help drive decisions. You don’t make wild guesses, but rather data driven decisions. You drive software investments based on live site data.
• You are agile, adaptive, and capable of changing tactics and direction rapidly as business drivers and priorities change. Change is just another opportunity for your vast skills and capabilities.
• You are a highly skilled and specialized tactician who can be inserted into any area of operation. You are the one who others want to follow. You lead the way.

Qualifications

• 2+ years of experience of supporting external customers, preferably in an IT Operations position
• Does this work - 5+ years managing and developing technical teams with a coaching and caring approach
• Demonstrated ability to solve diverse technical problems and develop/execute remediation plans
• Subject matter expertise in the Windows 10 Operating System
• Working knowledge of Microsoft Intune, Azure Active Directory, MDM policies and other operational tools
• Strong cross-organizational collaboration skills
• Track record of hiring and building a high performing, cohesive team where diversity is valued
• Excellent oral and written communication skills, including the ability to communicate with senior executives and customers. Strong experience influencing without authority
• Experience in managing 24x7 teams.
• A. or B.S. degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.