ERCOT - Electric Reliability Council of Texas logo
Company Name:
Approximate Salary:
Not Specified
Location:
Taylor, Texas
Country:
United States
Industry:
Management - Other
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree
Reference Number
R0481
ID
206589
Job Title:
Manager - Deskside Support
76574

Manager - Deskside Support

Are you an ERCOT Employee? If so please log in to Workday to apply.

JOB SUMMARY

Responsible for the overall technical implementation, architecture, management, and on-going maintenance of the ERCOT End User Computing environment and the ERCOT Control Center Workstations and Citrix environments. This include user experience products, application packaging and automated delivery to Windows workstations and servers, Windows security patching, 3rd party application updates and corporate application versions. Oversees the day to day operations of the end user computing (EUC) and Citrix technical staff. Provide daily guidance and leadership to EUC and Citrix Architects, Engineers and technical staff. Directs strategy and operation of technical services to assure availability, functionality, security, and integrity of end user systems. Collaborates with other technical staff and Project Managers to deliver solutions and coordinate changes on time, on budget in accordance with customer expectations. Communicates with departments outside of IT professionally, both verbally and written. Establishes and maintains a standardized end user environment. Hire appropriate technical level individuals to meet department requirements to ERCOT.

JOB DUTIES

  • Responsible for hiring, coaching, training, and performance management of staff.
  • Frequently interacts with reporting supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas or customers.
  • Responsible for the management of subordinate staff within a department.   Typically has individual contributors as direct reports, but could have supervisory direct reports.  Has full responsibility for direct reports.
  • Generally provides input to budgeting and financial decisions that impact the department.  Requests approval for financial actions beyond a limited scope.

ADDITIONAL JOB DUTIES

  • Provides daily guidance and leadership to EUC and Citrix Architects, and technical staff
  • Directs strategy and operation of technical services to assure availability, functionality, security, and integrity of end user systems
  • Responsible for the overall technical implementation, architecture, management, and on-going maintenance of the ERCOT End User Computing and Citrix environments and the ERCOT Control Center Workstations. This include user experience products, application packaging and automated delivery, Windows security patching, 3rd party application updates and corporate application versions
  • Maintains technical skill set in the area of End User Computing which includes Microsoft operating systems and Microsoft Office Suite of Applications, office computer equipment, networks, Powershell scripting, databases, Jira, SCCM, Ivanti and similar user experience products as well as technologies leveraged to administer and secure an enterprise scale operation
  • Must have working knowledge of remote access and engagement technologies such as VPN, Citrix and VDI
  • Ability to identify technology and execution challenges in solutions and products offered by internal architecture and engineering teams as well as outside vendors
  • Collaborates with other technical staff and Project Managers to deliver solutions and coordinate changes on time, on budget in accordance with customer expectations
  • Ensure work schedule for employees meet ERCOT needs
  • Establishes and maintains a standardized end user environment
  • Responsible for maintaining a high level of customer service for the department
  • Establishes a routine and timely new hire release process for end user systems
  • Evaluates hardware and software for the organization
  • Overall responsibility for ensuring documentation of all equipment installations and providing technical documentation and training to end-users
  • Develops and sustains an understanding of industry best practices as they relate to hardware and application lifecycle
  • Assists with the development, monitoring, and refining of the workflow and business processes

EXPERIENCE

  • Requires minimum 8 years related work experience and 2 years in leadership role in excess of degree requirements
  • Requires minimum 8 years progressively responsible experience in customer service and computer operations

EDUCATION

  • Bachelor's Degree : Computer Science or related field (Required)
  • or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

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