End User Engineer Manager

Reporting to the Modern Work Operations Senior Manager, the End User Engineering (EUE) Sr. Engineer’s role is to conduct technical delivery of the global EUE strategy and provide L3 support to service providers contracted to support end-users in global IT and OT. This person is responsible for maintaining and enhancing the various technologies and processes used to deliver, secure, manage, and automate end-user devices across the company. The scope of management includes >3000 Windows endpoints, <50 MacOS clients, and ~500 mobile devices. Responsibility also extends to the various applications owned by EUE and their infrastructure. This footprint consists of over 700 models of devices from over 10 vendors in support by the team, a truly modern hybrid workplace! In collaboration with the core EUE engineering team, this resource will contribute to the overall strategy and planning for the EUE roadmap and be expected, at times, to assess, propose, PoC, and execute solution delivery in the team’s realm of support.

Technical Strength:

Architecture, engineering, and administration of MEM/MECM environments.
Policy management of devices using AD GPO and Intune.
Automation of CI/CD pipelines and proactive remediation solutions.
Directory management within Azure/Active Directory.
Report creation/enhancements of the various technologies of EUE support (Incidents, devices, patches, etc).
Microsoft 365 solution management and support (Teams, SharePoint, OneDrive, Outlook, and more).

Mentoring L2 Techs

Provide mentorship and support to Level 2 staff to ensure they escalate issues appropriately and improve their technical skills.
Create, manage, and continuously update a comprehensive knowledge base to assist our support, end-users, and internal teams.

Operational Support

Incident resolution and problem management of items escalated by L1/L2 support staff.
Supporting the management of numerous vendors reporting through the EUE team.
Implement proactive remediation strategies to prevent issues before they impact end-users.
Utilize tools like Nexthink and Microsoft Intune Endpoint Privilege Management (EPM) to enhance security and efficiency.

Key Technologies and Applications

Microsoft Endpoint Manager
Intune & Autopilot
Configuration Manager (CM)
Active Directory (Hybrid)
Group Policy Management
Endpoint security
Vulnerability management
3rd party app patching
Log aggregation
Encryption
Application packaging
Virtualization technologies
Print Management
Windows Server Technologies
KMS/ADBA
WSUS
Print/FS
Microsoft 365
Microsoft Power Platform

10 years EUE service-related support experience such as MS-Windows, MECM, Intune, MS-Office, Active Directory.
5+ years of experience managing 2500+ endpoints.
Solid relationship management skills.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Familiarity with holistic IT infrastructure (Network, Storage, Database, Virtualization, IAM, InfoSec, DevOps).
Team-oriented and skilled in working within a collaborative environment.
College diploma or university degree in the field of computer science and/or 10 years’ equivalent work experience.
ITIL certification.

#LI-Hybrid

Duracell is the world’s leading manufacturer and marketer of high-performance alkaline batteries, complemented by a portfolio of high quality, market leading specialty, rechargeable and professional batteries. Duracell’s products power numerous critical professional devices across the globe such as heart rate monitors, defibrillators, telemetry devices, smoke detectors, fire alarms, automated valves and security systems. As the leader in the professional power category, Duracell has a rich history of innovation, continuously introducing batteries that are smaller, thinner, with more energy and longer lasting than competitive brands. Since March 2016, Duracell has found its permanent home within Berkshire Hathaway (ranked #4 World's Most Admired Companies by Fortune Magazine and #3 in the Fortune 500), and will continue to focus on sustainable growth, industry-leading innovation while creating long-term value for our customers and consumers. At Duracell, integrity, end-to-end accountability across all levels, fast decision-making and a “can do” attitude is highly valued.