Manager, Desktop Engineering at Beacon Health System – Granger, Indiana

The Manager of Desktop Engineering is responsible for leading the design, deployment, and support of end-user computing environments across the organization. This role oversees a team of desktop engineers and support staff, ensuring reliable, secure, and efficient delivery of desktop, laptop, printer and virtual workspace services. The manager partners with IT leadership and business stakeholders to align desktop infrastructure with organizational goals.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Manages all activities related to Desktop Engineering services by:

• Lead, mentor, and manage a team of desktop engineers and support technicians
• Oversee the deployment, configuration, and lifecycle management of desktops, laptops, printers and mobile devices
• Manage enterprise endpoint technologies (e.g., imaging, patching, software distribution)
• Ensure high availability and performance of end-user computing environments
• Develop and enforce desktop standards, policies, and security controls
• Collaborate with cybersecurity teams to ensure endpoint compliance and protection
• Manage and optimize tools such as Microsoft Endpoint Manager (Intune/SCCM)
• Manage and optimize MDM and mobility solutions
• Drive automation and process improvements to enhance efficiency and user experience
• Manage vendor relationships
• Develop budgets and track costs related to desktop infrastructure
• Provide reporting and metrics on team performance, system health, and service delivery
• Manage end user printing hardware and software platforms.
• Manage legacy data base administration functions and teams.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Analyze trends and root causes to identify recurring issues and implement corrective or preventative actions.
• Develop, document, and continuously improve Desktop engineering processes aligned with the ITIL framework.
• Maintain and improve the knowledge base and self-service resources to increase efficiency and reduce ticket volume.
• Communicate effectively with stakeholders regarding service performance, major incidents, and improvement initiatives.
• Support organizational change initiatives by preparing the Tech Service team for new technologies, systems, and workflows.
• Participating on BHS committees as requested.
• Completing other job-related duties and special projects as directed.

Leadership Competencies

• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies, and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patients and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience)
• 5–8+ years of experience in desktop engineering or end-user computing
• 2–3+ years of leadership or team management experience
• Strong expertise in Windows and/or macOS environments
• Experience with endpoint management tools (e.g., Intune, SCCM, Jamf, BigFix)
• Knowledge of Active Directory, Group Policy, and identity management
• Familiarity with virtualization technologies (e.g., VDI, VMware, Citrix)

Knowledge & Skills

• Understanding of ITIL processes and service management frameworks
• Strong problem-solving, communication, and leadership skill
• Strong knowledge of end¿user computing environments, including desktops, laptops, mobile devices, peripherals, operating systems, and common enterprise applications.
• Demonstrated understanding of IT service management practices (ITIL or equivalent), including incident, request, problem, and change management.
• Proven ability to lead, mentor, and develop technical staff, with experience in performance management, coaching, and workforce planning.
• Experience managing Desktop Engineering functions across the enterprise
• Excellent customer service and communication skills, with the ability to engage effectively with users at all levels of the organization.
• Ability to analyze operational metrics and trends, identify improvement opportunities, and implement process and service enhancements.

Working Conditions

• Works in a hybrid office environment; however, work is sometimes performed in small, cramped areas.
• May experience some mental/visual fatigue due to continued use of computer equipment.

Physical Demands

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time; lift, hold and carry objects weighing up to 30 pounds; use common computer hand tools, etc.) to perform the essential functions of the position.
• May require occasional after-hours support for major deployments, projects or incidents.