Senior Manager IT Operations

Who We Are

Robert Half, recognized as one of FORTUNE's World's Most Admired Companies and a Fortune 100 Best Companies to Work For, is seeking a Senior Manager to lead our Endpoint Engineering team under the IT Global Client Services department. This role is pivotal in managing a team of system engineers focused on delivering seamless IT operations for our fleet of laptops, predominantly Windows and MacOS systems. This position works closely with all business units, Global IT teams, and external vendors to ensure a high level of service and support. Ideal candidate with have a proactive technical expertise with a focus on customer service, user-experience and be solutions oriented.

What You’ll Do

• Lead a team of 8-10 system engineers specializing in Windows and MacOS environments, ensuring optimal performance and support for over 16000 users globally.
• Oversee the implementation and maintenance of modern workplace tools, including SCCM (System Center Configuration Manager), Intune, JAMF (for MacOS), and Group Policy.
• Manage application deployments using SCCM, Intune, or similar tools, ensuring compliance with security standards through tools like Microsoft Defender and Crowdstrike.
• Develop and oversee patch management strategies, including firmware and driver updates, to maintain system integrity and security.
• Collaborate with cross-functional teams to enhance the user experience by leveraging M365 tools, including MDM, Conditional Access, MAM, and SharePoint configurations.
• Implement best practices for build management within a release management system, ensuring timely and efficient delivery of services.
• Foster effective communication and collaboration across global teams, especially those outside North America, to align engineering practices with organizational goals.
• Provide strategic direction and mentorship to your team, focusing on career growth and professional development.
• Responsible for hiring, onboarding, firing, promotion, performance and employee compensation decisions.
• Ability to coach staff and provide guidance with department goals, roadmaps and objectives as well as execution of said goals, objectives, practices and policies.
• Engages with project delivery, project managers, and project sponsors in the business to understand, clarify, and document the objectives and success factors for technical solutions that support business-based project initiatives.
• Leverages existing and advanced technical standards to design secure solutions for projects. Provides ownership of those designs for the lifespan of projects.
• Assesses future technologies and collaborates with other IT teams to offer capabilities which can be utilized by the verticals.
• Responsible for ensuring timely and accurate reporting and trend analysis of the fleet’s performance metrics as well as the follow-through on recommended improvement strategies.
• Accountable for timely and effective escalation/resolution process.
• Directs and manages the global design of OS architecture artifacts and policies to improve auditable compliance and reduce our risk posture related to security.

What You’ll Need

• Bachelor's degree in an IT-related field or equivalent experience.
• 7 years of leadership experience in a fast-paced IT environment, with at least 2-3 years in a management role focusing on endpoint engineering technologies.
• Strong expertise in Windows and MacOS systems, with a deep understanding of enterprise-level IT infrastructure.
• Proven experience with endpoint monitoring and support tools, security compliance, and management of modern workplace solutions.
• Familiarity with cloud operations tools and their integration into enterprise workflows.
• Excellent problem-solving skills, with the ability to analyze complex issues and implement effective solutions.
• Exceptional verbal and written communication skills, with a strong focus on customer service and user experience.
• Understanding of Technical and Deskside support processes.
• Understanding of endpoint monitoring and support tools (backup, vpn, anti-virus, patching, and encryption).
• Desire to identify areas for efficiency considering automation, IaC, agentic AI or other time-saving tools for repetitive operational work.
• Familiarity providing evidence for SOX, ISO, SOC or other audit-type controls as well as methodologies needed to improve compliance.
• Ability to recommend operational improvements including the cost/benefit and communicate clearly to upper management.
• Must be able to work in a highly dynamic and fast-paced environment.
• Must be able to work independently and apply good judgment when delegating work to subordinates.
• Must be able to work within a team both as a leader and as a team member.
• Passion and drive for technology as a service and business enablers.
• Ability to manage delivery and build effective direct reports and teams.