Desktop Engineering IMS Team Manager

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Description:

We are looking for a Desktop Systems Engineer Team lead who is responsible for managing the IMS team that maintains the security, functionality and hardware/software compliance of end-users physical and virtual workstations, along with providing in-depth technical support and guidance to other infrastructure support teams/clients. This engineer will lead internal initiatives, undertake all day to day operation activities and provide technical expertise with any mergers and acquisitions. This role involves managing all aspects of workstation vulnerability and security management.

Your role in our mission:

• Technical Assistance : - Provide prompt and courteous support to other technical teams and end-users where required, addressing hardware, software, security related issues. Should be able to monitor Ticket queues & provide resolutions within stipulated SLA.
• Troubleshooting: Track and resolve complex functionality and compatibility issues with little guidance and/or documentation and escalate issues and/or requests with our technology partners as necessary.
• Team Management: - All HR and workload requirements.
• Workstation Setup and Configuration: - Create/manage/maintain HW/SW imaging processes to meet the organizational standards.
• Software Management: - Setup and configure across all operating systems the automatic Install, update, uninstall of all required software. Troubleshoot software applications issues, ensuring compatibility and adherence to licensing agreements.
• Software Packaging: Build software packages based on the specific requestors requirements.
• Vulnerability Management: Manage workstation (Windows/Mac) security vulnerabilities, in line with company security SLA’s. Manage vulnerability metrics, ID & triage/resolution initiation, patching, hardening (STIGS, PUB 1075, NIST), verification scans, maintenance, changes.
• Patch Management: Manage all aspects of workstation (Windows/Mac) patching and compliance requirements. Manage server patching maintenance windows and configurations settings.
• Hardware: - Evaluate new hardware and define the company's hardware standards.
• Operating System Support: - Provide in-depth technical support for operating systems (e.g., Windows, macOS), including installation, configuration, and troubleshooting.
• Automation: - Investigate/adopt the use of automation to eliminate repetitive tasks/processes.
• Infrastructure Management: - Manage and maintain the Tanium and Kandji infrastructure applications, ensuring they are kept up today and used throughout the organization to drive improvements and growth.
• Reporting: - Provide reporting data for any audits/security requirements.
• Team: - Acts as a resource/guide/coordinator for colleagues and drives initiatives within the team.
• New Technologies: Evaluate newly introduced and emerging endpoint technologies for their potential introduction into Iron Mountain's technology footprint.
• Workstation Compliance: - Ensure all workstations are built to a documented standard and hardened to satisfy requirements (CIS).
• M&A Onboarding:- Work with other teams and newly onboarded business to ensure smooth transition into IRM and apply policies in a controlled manner to these workstations.
• Printing: Manage and maintain the Papercut and HP infrastructure.
• Creativity:  Bring new ideas to the team, conduct research, formulate a clear definition, and establish a well-defined plan for their implementation.
• Vendor Management:- Own support tickets with 3rd part suppliers to work through issues.

Valued skills and experience:

• Bachelor’s degree, or equivalent experience. Non-traditional and neurodiverse learners and thinkers are welcome.
• Experience as a Desktop Systems Engineer
• Experience as a Desktop Support Engineer.
• 2-4+ years managing a team of professionals.
• Leadership skills
• Should be flexible to travel to Iron Mountain Warehouses/Offices
• Excellent written & oral communication in English & local languages, with professional articulation skills required for interacting with customers.
• In depth knowledge of Tanium, including but not limited to the Deploy, Patch and Enforce, modules.
• In depth knowledge of vulnerability management, and maintaining security compliance.
• Experience of using Kandji to manage Macs.
• Experience using ITSM tools such as Service now.
• Experience managing Papercut and HP print infrastructures.
• Experience with Microsoft AD & Group Policy.
• Good understanding of G suite products.
• Experience with PowerShell / PowerCLI Scripting.
• Experience in supporting Win10, 11, macOS, iOS and an understanding of Server operating systems.
• Experience in building and maintaining effective working relationships and working effectively in a global team environment with shared responsibilities.
• Innovative thinker and creative problem-solver.
• Very organized and detail-oriented with a track record of strong time management and prioritization skills.

Category: Information Technology