Description
Overview
The IT Infrastructure and Operations department is responsible for the engineering, implementation, administration, and support of complex technical solutions delivering mission-critical services to Library staff and patrons. The team provides technical expertise for core IT Products including Modern Workplace, Cloud Computing, Desktop Engineering, Networking, Telephony, Cybersecurity, and business facing Applications.
Responsibilities
Lead the architecture, deployment, and operation of desktop and endpoint services across Windows and macOS environments. Provide day-to-day leadership for Desktop Engineering and Solutions Engineering teams. Define and maintain endpoint standards for provisioning, patching, configuration, security baselines, and lifecycle management. Lead the administration of the Google Workspace Suite and complementary Google products. Oversee operational performance, including automation, process improvement, KPI/SLA tracking, and escalation handling. Partner with Cybersecurity to ensure endpoint services meet security and compliance requirements. Collaborate with IT Product Management to plan, prioritize, and deliver roadmap initiatives. Manage vendors and service providers related to endpoint and desktop technologies. Communicate status, risks, and outcomes to IT leadership and stakeholders. Support troubleshooting and resolution of complex endpoint issues, engaging other teams as needed. Perform related duties as required.
Key Responsibilities
Required Education & Certifications Bachelor’s degree and 5 years of management/supervisory experience
Required Experience Demonstrated experience leading or significantly contributing to desktop and endpoint management in a large, complex organisation. Experience transitioning or modernising endpoint environments, including movement from legacy desktop management to modern MDM-based platforms. Hands-on experience managing Windows and macOS endpoints at scale. Hands-on experience managing Email and productivity systems such as Google Workspace, Microsoft 365, etc. Experience providing people leadership, including coaching, mentoring, and guiding teams through change. Proven ability to manage multiple, concurrent initiatives while balancing operational stability and modernisation. Experience collaborating cross-functionally with Security, Product, Infrastructure, and business stakeholders. Demonstrated success improving operational efficiency through automation, standardisation, or process improvement. Strong communication skills, with experience presenting technical concepts to non-technical audiences.
Required Skills Strong leadership experience with modern endpoint management platforms, including Microsoft Intune/Entra ID and Jamf. Experience managing Windows and macOS endpoints at scale. Solid understanding of endpoint security fundamentals, including device compliance, identity integration, and security baselines. Experience with automation and scripting to streamline desktop and endpoint operations. Familiarity with legacy desktop management tools (e.g., SCCM) and experience planning or executing migrations away from them. Strong troubleshooting skills across endpoint, identity, and device management domains. Experience with vendor evaluation and management, including RFPs and service relationships. Ability to define and track operational metrics (KPIs, SLAs) for endpoint services. Strong communication and collaboration skills across technical and non-technical teams.
Managerial/Supervisory Responsibilities Lead a large team; mentoring, coaching, planning, and execution.
Benefits Core Values All team members are expected and encouraged to embody the NYPL Core Values: Be Helpful to patrons and colleagues Be Resourceful in solving problems Be Curious in all aspects of your work Be Welcoming and Inclusive Work Environment Office setting Physical Duties Lift/move equipment up to 25 lbs Pre-Placement Physical Required? No Union/Non Union Non-Union FLSA Status Exempt