Manager Engineering And Imaging Solutions

Description

Job Title: Manager Engineering and Imaging Solutions

Salary Range: MIN: $105,818 MAX: $148,145

Hay Points: 775

Dept/Div: IT Infrastructure/Operations

Supervisor: Deputy Chief, IT Client Support

Location: Tri-State and other locations as required

Hours of Work: 9:00 AM -5:30 PM (7.5 hours/day) or as required

Posting Close Date: Open until Filled

Telework: This position is eligible for telework. New Hires are eligible to apply 30 days after their effective date of hire.

Summary

The primary role of this position is to ensure the continued high performance of existing information technology processes and make additional improvements. This position will manage the engineering and image team, overseeing the design and deployment of software packages, desktop images, and vulnerability patches. The position also involves monitoring, reporting, and resolving incidents within agreed service level response times while guiding the team in implementing effective workflows and promoting best practices in IT support. The ideal candidate should possess a strong understanding and skillset in desktop engineering, virtual environments (Azure, Microsoft Endpoint Manager), automation/scripting (PowerShell), security, hardware, networking, and packaging. Additionally, the candidate should demonstrate problem-solving skills and a track record in developing Union and non-union IT staff. The position will serve as a primary point of contact for internal customers, working towards defined business goals, building relationships, and driving continuous improvement and customer satisfaction through performance measurement and monitoring. Responsible for managing the engineering and image team to design deployment solutions.

Responsibilities

• Review and maintain proper software and hardware inventory technical documentation.
• Lead and support identification and application of best practices and operating standards
• Acts as a primary point of contact for internal customers defining business goals and measurements, building, and maintaining strong relationships, and measuring/monitoring performance to drive continuous improvement and customer satisfaction.
• Ensure the endpoint devices comply with standards on all appropriate patches and updates.
• Nurture a commitment to using the Service Desk application effectively. For example, provide a status and trend reports to Leadership and accommodate changing business requirements
• Maintains technical expertise relevant to industry standards and in cloud computing and virtualization technologies such as cloud service provider architecture, design, and configuration; cloud deployment models including public and hybrid; cloud service delivery models including infrastructure-, platform-, and software-as-a-service; automation; containers; virtual compute, storage, and networks; virtual infrastructure management; self-provisioning; and scaling
• Work closely with other functional areas to develop and improve operating methods.
• Implements/Maintains modern technologies for endpoint management such as Microsoft Endpoint Manager, Autopilot, Conditional Rules, etc.
• Perform other duties as related to this function.
• Implementation of cost saving and quality improvement projects.
• Provide metrics and participate in weekly post Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, process, and training.
• Measure and analyze operational indicators.
• Prepare and analyze information pertaining to direct labor hours, support cost and make recommendations for improvement.
• Evaluate capital investment opportunities.
• Assure product and process quality by designing testing methods, establishing standards, and confirming that specifications are maintained.
• Research vulnerabilities and determine their impact on the computing environment.
• Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a primary focus on the security of these devices.
• Reduce complexity of Active Directory while ensuring adherence to proper hardening and compliance standards.
• Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.
• Develop and maintain the foundations for quality and standards of contact, process guidelines, standard operating procedures, and work instructions
• Develop, observes, evaluate, and improve processes to reduce costs.
• Evaluate and document processes and maintain documentation.
• Develop and document technical solutions to problems.

Qualifications

• Capacity to learn and adapt to new tools quickly.
• Minimum of three years of demonstrated success and progressive experience in managing key sub-functions of IT for Transportation Company.
• Must possess outstanding problem-solving skills with a proven track record developing IT staff (both union and non-union).
• Strong problem-solving and analytical skills.
• Strong customer support skills with demonstrated ability to effectively deal with all levels of the organization with a focus on Business satisfaction.
• A broad understanding Business process improvement.
• The candidate must have a strong working knowledge of Desktop Engineering and the virtual environment - Azure (AVD), Microsoft Endpoint Manager (formerly SCCM), Azure Virtual Desktops, Automation/Scripting (PowerShell); security, performance, hardware, networking, scripting, packaging.
• Comprehensive knowledge of business processes involved flow of resources between the point of origin and the point of consumption in order to meet the requirements of the end user.
• Demonstrated leadership skills.
• Strong oral and written communication skills.
• Good time management and organizational skills.
• Previous experience with a major service ticket system (i.e., Service Now .
• Strong working knowledge of IT operations and support organizations.
• Strong ability to prioritize problems and promptly resolve or escalate when necessary.
• Strong ability to work with, train and guide other team members.
• Experience in the areas of ITIL service management, Six Sigma, data analysis, and customer support.
• Knowledge of MTA/Agency policies and procedures.
• Extensive knowledge of industry trends related to transportation information systems and related technology.
• Ability to quickly adjust to the constantly changing requirements, priorities and demands of the business units.
• Strong Troubleshooting skills PC's and MAC's.
• Excellent working knowledge and use of PeopleSoft or related database software.
• Knowledge of problem management tools, including IT service desk tools and best practices (required).
• Excellent time management skills and ability to manage individual assignments.
• Advance Proficiency with Excel, MS Office applications.
• Excellent interpersonal skills with the ability to work with and collaborate across all levels.

Education and Experience

A bachelor’s degree in computer science, Business Administration, Engineering, Finance, Information Services (or the equivalent of education and progressive responsible experience) plus a minimum of 10 years of Information Technology experience with at least 4 years of progressive IT managerial experience.

Other Information

As an employee of MTA Headquarters, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $108,638 (this figure is subject to change) per year or if the position is designated as a policy maker.

How To Apply

MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.