End User Computing Technical Manager

Cognizant; Mountain View (CA); Sur place; USD 75 000 - 115 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays + Paid Time Off

401(k) plan and contribution

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Résumé du poste

Cognizant Technology Solutions Corporation is seeking an End User Computing Technical Manager in Mountain View, CA. The role blends hands-on technical credibility with people leadership, coaching engineers through complex incidents, and driving permanent fixes across endpoint, identity, network, and collaboration environments.

You will own the escalation function, define KPIs, and partner with security teams to ensure compliance while guiding runbooks and automation.

Qualifications

• 8+ years in IT systems engineering or corporate IT infrastructure
• 2+ years leading or managing technical teams
• Lead Level 2 and Level 3 support and incident response
• Hands-on in macOS management, identity, and collaboration tools

Responsabilités

• Lead and develop a Systems Engineers team; set goals, provide reviews, and growth plans
• Own Level 2/3 escalations end-to-end; monitor incidents and metrics
• Define SLAs and report performance to IT leadership
• Oversee endpoint management, identity, network, and collaboration tool strategies
• Partner with security and service owners; drive security, compliance, and runbooks
• Improve processes; promote automation and knowledge base documentation

Connaissances

macOS MDM

Okta administration

Microsoft 365

Zscaler

GlobalProtect VPN

Zoom Rooms/Phone

Active Directory

Networking basics

EDR/endpoint security

ITIL knowledge

Outils

Jamf

Kandji

ServiceNow

Jira Service Management

Jira

Microsoft 365 Admin Center

Description du poste

End User Computing Technical Manager

Experience: 10+ years

Location: Mountain View, California (Work from office)

About the Role

We are seeking a Technical Manager to lead our team of Systems Engineers within Corporate IT. You will own the team that handles Level 2 and Level 3 escalations, setting technical direction, developing engineers, and partnering with technology service owners to improve the reliability of our endpoint, identity, network, and collaboration environment. This role blends hands-on technical credibility with people leadership: coaching engineers through complex incidents, driving root cause analysis, and building the processes and automation that systematically eliminate recurring problems while owning the employee experience across our core technology stack.

Key Responsibilities

Team Leadership & People Management

• Lead, mentor, and develop a team of Systems Engineers; set clear goals, run regular 1:1s, deliver performance reviews, and build individual growth plans
• Own hiring, onboarding, and succession planning; manage workload, on-call coverage, and capacity to sustain a healthy, high-performing team
• Foster a culture of ownership, documentation, and permanent fixes over ticket closure

Escalation & Service Delivery

• Own the Level 2 and Level 3 escalation function end-to-end; serve as the senior escalation point for critical incidents and complex cross-platform issues
• Define and track SLAs, KPIs, and quality metrics; report on team performance, trends, and risks to IT leadership
• Bridge the Level 1 service desk and technology service owners; ensure clean handoffs, clear ownership, and timely communication during major incidents

Technical Ownership & Oversight

• Endpoint & Device Management: guide macOS management strategy via MDM (Jamf, kandji, or equivalent), including enrollment, configuration profiles, patching, and policy enforcement
• Identity & Access: oversee Okta (SSO, MFA, lifecycle management) and Active Directory standards, including group policies and OUs
• Network & Connectivity: direct escalated VPN and zero-trust troubleshooting (GlobalProtect, Zscaler ZPA/ZIA) and coordinate with network and security teams on deeper infrastructure cases
• Collaboration Tools: oversee Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, licensing) and Zoom Rooms / Zoom Phone environments
• Review and approve technical designs, changes, and runbooks; step in hands-on for the most complex or high-impact issues

Security & Compliance

• Partner with the security team to maintain endpoint compliance, EDR coverage, and patch posture across the fleet
• Lead the team's response to security-related incidents; ensure IT security standards and audit requirements are followed and evidenced

Process Improvement & Knowledge Management

• Drive root cause analysis and problem management to reduce repeat escalations; prioritize automation and scripting to remove manual toil
• Ensure solutions are documented in runbooks and the knowledge base; enforce documentation standards across the team

Stakeholder & Vendor Management

• Collaborate with service owners, security, network, and business leaders to align priorities, roadmaps, and project work
• Manage vendor and tooling relationships, renewals, and escalations; contribute to budget planning and tooling decisions

Requirements

Experience

• 8+ years in IT systems engineering, endpoint management, or corporate IT infrastructure, including 2+ years leading or managing technical teams
• Proven ability to lead Level 2 and Level 3 support and incident response in a mid-sized or enterprise environment

Required Technical Skills

• macOS MDM (Jamf preferred) Okta administration, Microsoft 365, Zscaler (ZIA/ZPA)
• GlobalProtect VPN, Zoom (Rooms & Phone) Active Directory, Networking fundamentals, Endpoint security / EDR

Leadership Competencies

• Strong people leader who coaches, delegates effectively, and holds a high bar for quality while supporting the team
• Systems-level thinker who seeks permanent fixes over ticket closure and balances technical depth with business priorities
• Clear communicator across technical and non-technical audiences, including senior stakeholders; experienced with runbooks and documentation
• Calm and decisive under pressure; comfortable-owning outcomes end-to-end across teams

Preferred Qualifications

• ITSM platform experience (ServiceNow, Jira Service Management, or similar), including metrics and process design
• SIEM exposure or security incident response experience
• Scripting in Bash, Python, or PowerShell; Windows endpoint management familiarity
• Certifications: JAMF 200/300, CompTIA Network+/Security+, Microsoft 365 Certified; ITIL or people-management training a plus

The annual salary for this position is between $75,000- $115,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and is subject to the terms of Cognizant's applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contribution
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan