Senior Manager, End User Technology Engineering

Loyalty360; Chicago (IL); Hybrid; USD 151,000 - 227,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Ahold Delhaize USA seeks a Senior Manager, End User Technology Engineering to lead a skilled team delivering world-class end-user devices and services. The role focuses on design, implementation, and support, ensuring security, availability, and high service levels for corporate and retail users.

The ideal candidate will bring deep technical expertise, strong communication, and proven leadership in a fast-paced environment.

Qualifications

• Bachelor's degree in computer science or related field (or equivalent).
• Experience with IT service management (ServiceNow) and ITIL-like frameworks.
• 5+ years in relevant technology roles with leadership responsibilities.

Responsibilities

• Lead End User Technology Engineering team for current and secure end-user environments.
• Oversee deployment and support of Windows/macOS devices and related tools (Intune, Defender, SCCM, JAMF, Zscaler).
• Provide executive escalation support and collaborate with vendor partners and IT stakeholders.
• Drive continuous improvement using metrics and customer-focused service delivery.

Skills

Leadership

Communication

ITIL

Strategic thinking

Problem solving

Customer service

Team management

Education

Bachelor's degree in computer science or related field

Certifications / trainings equivalency considered

Tools

ServiceNow

Remote support tools

ITIL frameworks

Job description

Category/Area of Expertise: IT & Technology

Job Requisition: 536888

Address: USA-IL-Chicago-300 South Riverside Plaza

Store Code: Infrastructure - End User (5118585)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The Senior Manager, End User Technology Engineering is a crucial, highly technical, hands-on, leadership position dedicated to delivering world-class end user technology solutions across ADUSA's corporate and retail associate base. This role drives the service design, implementation and support of end user devices, actively keeping the environment current, secure and available. The ideal candidate demonstrates deep technical expertise, outstanding communication, and proven leadership skills to drive operational excellence in a fast-paced, high-impact environment.

In addition, this position will serve as an escalation point for all matters related to executive technical support, working collaboratively with service providers and partner technology teams to develop and deliver services that effectively address the needs of the ADUSA community. The manager will lead a team of highly skilled engineering professionals, setting high standards for responsiveness, professionalism, and problem-solving. They will also oversee staff development through continuous initiatives, regular metrics assessment, and the adoption of ITIL best practices and strategies designed to enhance efficiency, communication, and the overall customer experience.

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC, Quincy, MA and Chicago, IL.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & Responsibilities

• Lead a team of End User Technology engineers, keeping the end user technology environment current, compliant and able to meet the needs of Corporate and Retail users across ADUSA.
• Manage the end-user compute environment and the management tools required, including:
  • Windows and macOS based devices
  • Microsoft Intune, Defender, Endpoint Manager, SCCM, JAMF, SysTrack and Zscaler
  • Windows Hello for Business and passwordless Microsoft Authenticator solutions
  • Citrix RemoteApps and VDI, Azure Virtual Desktop
• Technical depth and hands-on troubleshooting across end-user technologies
• Leadership and team development
• Strategic thinking and proactive problem solving
• Exceptional customer service and interpersonal skills
• Professionalism and empathy in all interactions, with a customer-centered mindset.
• Adaptability and resilience in the face of changing priorities or unexpected challenges
• Keen attention to detail and commitment to quality
• Innovative thinking and a passion for continuous learning
• Professional demeanor and strong leadership skills
• Ability to manage stressful situations in a calm, courteous, and confident manner
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to utilize metrics and data to improve service quality and team performance
• Passion for IT and eagerness to stay current with changing technology practices
• Coordinate, conduct, and lead meetings to drive solutions from technology teams as it relates to issues impacting our customers
• Liaise with vendor partners, business users, IT programmers and IT Service owners regarding end user solutions

Qualifications

• Bachelor's degree in computer science, technical field and/or Business-related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Experience with IT service management (ServiceNow), remote support tools, incident escalation, and ITIL or similar frameworks.
• High degree of discretion, professionalism, and commitment to confidentiality.

Preferred Qualifications

• Master's degree, Advanced training and or certifications in relevant field/s of study preferred
• Experience in Agile teams and/or Product/Platform based operating model
• Experience in retail or grocery preferred

Salary Range: $151,200 - $226,800

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.