IT终端用户支持客户端工程师经理
IT End User Support Client Engineering Manager
简介：
VIAVI（纳斯达克股票代码：VIAV）是全球领先的网络测试、监控和保障解决方案提供商，服务于电信、云、企业、应急响应、军队、航空航天和铁路行业。VIAVI也是3D传感、防伪、消费电子、工业、汽车、政府和航空航天应用中光管理技术的领导者。
我们是那些帮助世界在家中、学校、工作场所、娱乐场所及所有地方保持连接的产品背后的团队。VIAVI员工热衷于支持客户成功，我们欢迎每天带来最佳状态的人——去提问、协作并推动能令客户满意的服务创新。
职位职责：
VIAVI正在寻找一位经验丰富的IT终端用户支持客户端工程经理，负责企业终端用户计算服务的日常交付、工程和运营支持。该职位将监督设备生命周期管理、终端配置、软件部署、补丁更新、办公技术支持和服务改进计划中的客户端工程和终端用户支持活动。
您将在提升员工体验、加强终端安全与合规性、标准化支持运营以及在全球企业环境中实现可扩展、可靠的办公技术服务方面发挥关键领导作用。
职责和任务
- 监督日常终端用户支持和客户端工程操作，确保及时解决事件、服务请求和升级问题，符合服务预期。
- 领导终端设备生命周期管理活动，包括设备的供应、部署、更新、迁移、恢复和退役，涵盖笔记本电脑、台式机、移动设备及相关外设。
- 监督客户端工程标准，包括终端配置、操作系统镜像、软件打包、补丁更新、策略执行和设备合规性。
- 通过自动化、标准化、自助服务能力及运营流程优化，持续改进终端用户计算服务。
- 与网络安全、基础设施、身份管理、网络和协作团队合作，提供安全、集成且可靠的办公技术解决方案。
- 监控工单队列、服务趋势、终端健康状况和支持指标，以识别根本原因、提高服务质量并减少重复发生的问题。
查看英文原文
Summary:
VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.
We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.Duties & Responsibilities:
VIAVI is seeking an experienced IT End User Support Client Engineering Manager to lead the day-to-day delivery, engineering, and operational support of enterprise end-user computing services. This role will supervise client engineering and end user support activities across device lifecycle management, endpoint configuration, software deployment, patching, workplace technology support, and service improvement initiatives.
You will play a key leadership role in improving employee experience, strengthening endpoint security and compliance, standardizing support operations, and enabling scalable, reliable workplace technology services across a global enterprise environment.
Duties and Responsibilities
- Supervise daily end user support and client engineering operations to ensure timely resolution of incidents, service requests, and escalations in alignment with service expectations.
- Lead endpoint lifecycle management activities, including provisioning, deployment, refresh, relocation, recovery, and decommissioning of laptops, desktops, mobile devices, and related peripherals.
- Oversee client engineering standards for endpoint configuration, operating system images, software packaging, patching, policy enforcement, and device compliance.
- Drive continuous improvement in end user computing services through automation, standardization, self-service capabilities, and operational process enhancements.
- Partner with cybersecurity, infrastructure, identity, networking, and collaboration teams to deliver secure, integrated, and reliable workplace technology solutions.
- Monitor ticket queues, service trends, endpoint health, and support metrics to identify root causes, improve service quality, and reduce recurring issues.
- Coach and develop support and client engineering staff, establish clear priorities, and promote a culture of accountability, customer service, and continuous learning.
- Coordinate major endpoint-related rollouts, upgrades, and technology refresh initiatives with minimal disruption to business operations.
- Maintain and improve operational documentation, support procedures, knowledge articles, and technical standards to support consistency and audit readiness.
- Support onboarding, transfers, and offboarding processes by ensuring timely device readiness, access coordination, and asset control.
- Collaborate with vendors and internal stakeholders to evaluate new technologies, improve support models, and align end user services with business priorities.
Pre-Requisites / Skills / Experience Requirements:
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
- 8+ years of experience in end user support, desktop engineering, endpoint management, or workplace technology roles in a corporate enterprise environment.
- 2+ years of experience in a supervisory, team lead, or people management capacity supporting technical teams.
- Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, mobile devices, and enterprise productivity applications.
- Hands-on experience with endpoint management and software deployment platforms such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM/MECM), Jamf, or similar tools.
- Strong understanding of device imaging, patch management, software packaging, asset lifecycle controls, and endpoint security practices.
- Experience managing escalations, prioritizing operational workloads, and driving service delivery improvements using support metrics and root cause analysis.
- Strong communication, organizational, and stakeholder management skills with the ability to work effectively across technical and business teams.
Preferred Qualifications
- Experience in high-tech manufacturing or other complex global enterprise environments.
- Experience with modern device provisioning and management capabilities such as Windows Autopilot, Apple Business Manager, mobile device management, and zero-touch deployment models.
- Knowledge of endpoint security controls, encryption, compliance baselines, conditional access, and zero trust principles.
- Experience supporting conference room, collaboration, and workplace technology services.
- Familiarity with ITIL-based service management processes, knowledge management, and continual service improvement practices.
- Relevant certifications such as Microsoft, ITIL, Jamf, or CompTIA are a plus.
- Experience working with global teams, vendor partners, and onsite-offshore support delivery models.
If you have what it takes to push boundaries and seize opportunities, apply to join our team today.
VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
Originally posted on Himalayas