Duties & Responsibilities: VIAVI is seeking an experienced IT End User Support Client Engineering Manager to lead the day-to-day delivery, engineering, and operational support of enterprise end-user computing services. This role will supervise client engineering and end user support activities across device lifecycle management, endpoint configuration, software deployment, patching, workplace technology support, and service improvement initiatives.
You will play a key leadership role in improving employee experience, strengthening endpoint security and compliance, standardizing support operations, and enabling scalable, reliable workplace technology services across a global enterprise environment.
Duties and Responsibilities- Supervise daily end user support and client engineering operations to ensure timely resolution of incidents, service requests, and escalations in alignment with service expectations.
- Lead endpoint lifecycle management activities, including provisioning, deployment, refresh, relocation, recovery, and decommissioning of laptops, desktops, mobile devices, and related peripherals.
- Oversee client engineering standards for endpoint configuration, operating system images, software packaging, patching, policy enforcement, and device compliance.
- Drive continuous improvement in end user computing services through automation, standardization, self-service capabilities, and operational process enhancements.
- Partner with cybersecurity, infrastructure, identity, networking, and collaboration teams to deliver secure, integrated, and reliable workplace technology solutions.
- Monitor ticket queues, service trends, endpoint health, and support metrics to identify root causes, improve service quality, and reduce recurring issues.
- Coach and develop support and client engineering staff, establish clear priorities, and promote a culture of accountability, customer service, and continuous learning.
- Coordinate major endpoint-related rollouts, upgrades, and technology refresh initiatives with minimal disruption to business operations.
- Maintain and improve operational documentation, support procedures, knowledge articles, and technical standards to support consistency and audit readiness.
- Support onboarding, transfers, and offboarding processes by ensuring timely device readiness, access coordination, and asset control.
- Collaborate with vendors and internal stakeholders to evaluate new technologies, improve support models, and align end user services with business priorities.
Pre-Requisites / Skills / Experience Requirements: Required Qualifications- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.
- 8+ years of experience in end user support, desktop engineering, endpoint management, or workplace technology roles in a corporate enterprise environment.
- 2+ years of experience in a supervisory, team lead, or people management capacity supporting technical teams.
- Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, mobile devices, and enterprise productivity applications.
- Hands-on experience with endpoint management and software deployment platforms such as Microsoft Intune, Microsoft Endpoint Configuration Manager (SCCM/MECM), Jamf, or similar tools.
- Strong understanding of device imaging, patch management, software packaging, asset lifecycle controls, and endpoint security practices.
- Experience managing escalations, prioritizing operational workloads, and driving service delivery improvements using support metrics and root cause analysis.
- Strong communication, organizational, and stakeholder management skills with the ability to work effectively across technical and business teams.
Preferred Qualifications- Experience in high-tech manufacturing or other complex global enterprise environments.
- Experience with modern device provisioning and management capabilities such as Windows Autopilot, Apple Business Manager, mobile device management, and zero-touch deployment models.
- Knowledge of endpoint security controls, encryption, compliance baselines, conditional access, and zero trust principles.
- Experience supporting conference room, collaboration, and workplace technology services.
- Familiarity with ITIL-based service management processes, knowledge management, and continual service improvement practices.
- Relevant certifications such as Microsoft, ITIL, Jamf, or CompTIA are a plus.
- Experience working with global teams, vendor partners, and onsite-offshore support delivery models.
