desktop engineer

Cambridge, MA Pegasystems

The Position:
Pega is looking for an experienced manager to lead all aspects of Desktop IT and User Support within a Global setting. The candidate will manage the daily activities of the Desktop Engineering and regional User Support Services and deliver world-class customer service.

In this role, you will:

  • Manage the portfolio of Desktop Engineering groups and projects activities
  • Be responsible for the delivery of user support activities in the region
  • Manage a global team of Desktop Engineers and a regional team of User Support Technicians

Pega Offers:

  • A rapidly growing yet well-established business
  • The world’s most innovative organizations as reference-able clients
  • Analyst acclaimed technology leadership in a massive emerging market
  • The opportunity to make a difference and put ideas into practice

The Person:
A passionate, high energy, customer service oriented professional who employs continuous improvement methodologies and innovation to achieve increases in operating efficiency and customer satisfaction.

Qualifications include:

  • 5 years’ experience of owning and managing a portfolio of desktop projects, in a large (>2500 employees) or complex global environment, with a dispersed global team
  • 5 years’ experience managing a User Support team in a highly technical user community
  • Bachelor’s Degree (preferably in IT related field) or equivalent working experience
  • “Hands on” manager with the ability to mentor junior team members and step in as needed to assist in problem resolution
  • Strong working experience of both Windows and Apple Operating Systems and Cloud services (Azure)
  • In depth knowledge and understanding of Desktop tools, processes and applications, including Asset lifecycle tools (LANDesk, Jamf Casper Suite, and MDM solutions such as Intune)
  • Strong data analysis skills
  • Excellent oral and written communication and analytical skills
  • Leadership experience, demonstrated success as a change agent
  • Effective interpersonal skills including facilitation skills and conflict resolution
  • Ability to work with individuals of varying technical understanding; should be able to adjust communication style based on targeted audience
  • Ability to work independently with minimal supervision
  • Ability to motivate and build effective teams

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