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Pitney Bowes Director, IT End User Computing in Hartford, Connecticut

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:

• Are passionate about client success.

• Enjoy collaborating with others.

• Strive to exceed expectations.

• Move boldly in the quest for superior and best in market solutions.

Job Description:

As a Director, End User Computing Services for Pitney Bowes, you can too.

We have amazing people who are the driving force, the inspiration, and the foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:

• Are passionate about client success.

• Enjoy collaborating with others.

• Strive to exceed expectations.

• Move boldly in the quest for superior and best in market solutions.

If you would like to be considered for this position, please apply.

You are:

You are an experienced leader seeking a Director of End User Computing Services position. This is a key leadership role within the IT Infrastructure organization, and you are responsible for a range of solutions that enable all employees to be productive through intuitive and user-centric services. You are a leader who embraces and promotes a modern workplace that allows people to perform their roles effectively and securely from anywhere at any time. The successful candidate will have solid leadership skills and experience growing and developing an end-user computing services team, i.e., defining procedures, setting service standards, defining SLAs, etc. The role requires an initiative-taker with strong technical knowledge, but equally focused on customer service, continuous improvement, and optimizing the global support model.

This position will sit full-time in Shelton, CT/Remote

You Will: Responsibilities include, but are not limited to:

  • Define and implement the strategy, roadmap, and lifecycle management of all end-user computing devices and technologies to support the business.

  • Lead the Service Desk function across people, process, and technology including Tier 1 support teams, Tier 2/3 Support teams, on-premises, and IT Onboarding/Offboarding support teams, and IT request ticketing system management.

  • Lead a team that provisions manage, and secures Pitney Bowes end-user devices, including laptops, personal computers, and mobile devices.

  • Lead a team that supports collaboration technologies, e.g., O365, email, OneDrive, Teams, SharePoint, Citrix, video conferencing, supports Active Directory & IAM, Email security – like Proofpoint, etc..

  • Collaborate with the Service Desk, managing all end-user incidents and request tickets with data and metrics-driven decision-making.

  • Compile weekly, quarterly, and annual reports/metrics for service performance and quality to I.T. leadership

  • Improve user awareness of IT services, by coordinating training, documentation, and communication initiatives.

  • Day to day management of third party service providers and PB resources in the delivery of projects and EUC managed services.

  • Develop and implement formal processes, tools, and organizational capabilities to better service evolving business needs.

  • Manage vendor support agreements and performance compliance to agreed-upon metrics

  • Successfully partner and collaborate with other IT teams, partners, suppliers, and the business to develop solutions to enhance our customer experience based on defined business requirements.

  • Provide technical and leadership direction as well as mentorship within the EUC functions and teams.

  • Maintain an accurate, up-to-date inventory of end-user devices, client software licenses, and device compliance.

  • Manage office and conference room support and maintenance, including audio/video equipment and end-user documentation, training, and day-to-day support.

  • Manage Microsoft 365 license allocations, reservations, Enterprise Agreement, MDM, and Intune.

  • Manage the overall budget and procurement of end-user technologies, reviewing/approving associated invoices, and management maintenance renewals.

  • Transform, manage and lead in a 24x7 environment.

  • Transform and Maintain hardware and software asset inventories and depots.

  • Function as a technical escalation point within EUC.

Your background:

  • Bachelor's Degree with a minimum of 10 years of applicable IT and Leadership experience.

  • 7 years of experience managing people of varying levels.

  • Experience building, transforming, and maturing End User Compute Operations.

  • Experience in a technology capability oversight role supporting end-user PCs, collaboration tools, meeting rooms, and associated hardware and software.

  • Experience leading an end-user computing function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 suite/ tools and apps.

  • Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.

  • Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.

  • Well-developed skills in presentation building and process mapping.

  • Experience with offshore captive and outsourced operating environments

  • Deep knowledge of and experience with collaboration and conflict resolution.

  • Ability to lead global teams consisting of internal employees and external service providers.

  • Understanding of ITIL and ITSM processes and implementation.

  • Strong knowledge of Windows and Apple client hardware and operating systems.

  • Broad knowledge of end-user device management technologies, e.g., Intune, Systems Center Configuration Manager, Snow, Workspace ONE, or JAMF.

  • Experience driving a collaborative culture that values technical depth, accountability, and customer service.

  • Strong management skills with the ability to develop teams and cultivate talent.

  • Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization.

  • Develop, document, and measure EUC-associated KPIs for the internal team(s) and vendors.

  • Ability to travel domestically and internationally.

We will:

• Provide the opportunity to grow and develop your career

• Offer an inclusive environment that encourages diverse perspectives and ideas

• Deliver challenging and unique opportunities to contribute to the success of a transforming organization

• Offer comprehensive benefits globally ( pbprojectliving.com )

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ+ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link. 

Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace.

Women/Men/Veterans/Individuals with Disabilities/LGBTQ are encouraged to apply.

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.

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