DescriptionThe RoleThe CTS Manager - End User Devices is responsible for overseeing the lifecycle, performance, and support of all end-user computing devices across the organization. This includes desktops, laptops, mobile devices, peripherals, and associated software. The role manages the Corporate Technology Services (CTS) team, ensuring seamless device operations, user satisfaction, and alignment with corporate IT strategy. The CTS Manager also oversees use of the ServiceDesk ticketing system to manage IT requests and incidents, and leads the Tech Bar, where employees can access in-person, walk-up support during open hours.
What You'll DoDevice Management & Strategy - Oversee procurement, deployment, and retirement of end-user devices.
- Develop and enforce device standards, configurations, and policies.
- Manage hardware/software inventory, tracking systems, and forecasting.
- Approve hardware orders, loaners, and replenishment requests.
- Source new technologies to improve efficiency and user experience.
Support & Operations • Lead the CTS desktop support team to resolve hardware/software issues.
• Oversee daily operations of the ServiceDesk ticketing platform, ensuring IT incidents and requests are logged, prioritized, assigned, and resolved efficiently.
• Manage the Tech Bar, where CTS staff provide walk-up, face-to-face support during open hours, promoting visibility and engagement.
• Monitor ticket flow, address stale/aging tickets, and ensure proper escalation.
• Provide first-level guidance and oversight to team members.
• Track device performance and user satisfaction metrics to optimize service delivery.
Security & Compliance • Implement endpoint security protocols (antivirus, encryption, patching).
• Ensure compliance with corporate IT policies and regulatory standards.
• Conduct regular audits of device configurations, software licensing, and access controls.
Staff & Team Leadership • Manage attendance, scheduling, PTO, and timekeeping for CTS staff.
• Serve as the first point of mediation for staff concerns and escalate as needed.
• Train, mentor, and guide team members to maximize efficiency and productivity.
• Manage resource allocation across projects and daily operations.
Business & Vendor Liaison • Act as first-line contact for escalations, requests, and business moves.
• Provide recommendations and solutions to meet departmental and organizational needs.
• Maintain visibility with employees through the Tech Bar and proactive engagement with business leaders.
• Oversee vendor relationships, contracts, and service agreements, including but not limited to: Kyocera (printers), Verizon Wireless (mobility), Lenovo, CDW, Liquid Technologies, Best Buy, MMHayes, Meridian, Connections, Insight, Adobe, ThinkCell, RingCentral, PGP Networks.
Collaboration & Leadership • Partner with infrastructure, cybersecurity, and application teams to deliver end-to-end solutions.
• Engage in cross-functional communication to share updates and device strategy.
• Represent CTS in stakeholder discussions, ensuring alignment with corporate IT direction.
Innovation & Optimization • Evaluate emerging technologies for device management and workplace productivity
• Recommend and implement automation, self-service, and workflow improvements.
• Drive continuous service enhancements, ensuring IT support remains proactive rather than reactive.
Project & Reporting • Plan, manage, and execute CTS-related projects, ensuring milestones and deadlines are met.
• Coordinate staff resources for enterprise initiatives.
• Provide regular reports on ticket metrics, device performance, and CTS project statuses.
• Compose and maintain process documentation, SOPs, and PM deliverables.
What You'll Bring• Bachelor's degree in Information Technology, Computer Science, or related field or 7+ years of progressive IT experience, including 3+ years in a managerial role.
• Strong knowledge of Windows, macOS, mobile OS platforms, and MDM tools (e.g., Intune, JAMF).
• Solid understanding of ITIL practices and service desk operations.
• Excellent leadership, communication, and problem-solving skills.
Preferred Qualifications • Certifications such as ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator or equivalent demonstrated expertise.
• Experience in large-scale device rollouts and remote workforce support.
• Demonstrated success in vendor and contract management.
Salary$95,000 - $125,000
Total Rewards & Benefits• Competitive compensation and comprehensive benefits
• PTO, Safe & Sick Time, and Paid Holidays
• Medical, Vision, Dental, and Voluntary Disability coverage
• 401(k) with employer match and Life Insurance
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market
• Onsite FREE parking
• FREE employee shuttle bus service from nearby Subway station
• Training, leadership development, and tuition discount at local colleges
• 20% employee discount on FreshDirect online orders and Brooklyn wine store
• Minimum 50% employee discount at our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon
• Gym membership discounts through NYSC
Our CultureWe embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.
The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position expectations may be subject to change as the needs of the organization changes.
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