Senior Manager, End User Technology Engineering

Loyalty360; Quincy (MA); Hybrid; USD 151,200 - 226,800; Full time

Job summary

Ahold Delhaize USA is seeking a Senior Manager, End User Technology Engineering to lead a high-performing team delivering world-class end user tech solutions across corporate and retail users. The role emphasizes service design, implementation, and support for end user devices in a fast-paced environment.

The position requires deep technical expertise, strong communication, and proven leadership. The hybrid schedule includes 3 in-person days at core locations, with 2 remote days, and candidates

Qualifications

• Excellent written and verbal communication skills 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.

Responsibilities

• Lead a team of End User Technology engineers and ensure the environment is current, compliant and capable of meeting corporate and retail needs.
• Manage the end-user compute environment and tools like Intune, Defender, Endpoint Manager, SCCM, JAMF and Zscaler.
• Provide hands-on troubleshooting across end-user technologies; drive strategic thinking and proactive problem solving.
• Develop staff through continuous initiatives and regular metrics assessment; apply ITIL best practices.
• Coordinate and lead meetings with technology teams to resolve customer-impacting issues; liaise with vendor partners and IT stakeholders.
• Deliver exceptional customer service and maintain a professional demeanor in all interactions.

Skills

Communication

Leadership

Prioritization

Education

Bachelor's degree in computer science/technical field or Business-related field

Equivalent trainings/certifications/experience equivalency

Tools

ServiceNow

ITIL

Remote support tools

Job description

Category/Area of Expertise: IT & Technology
Job Requisition: 536888
Address: USA-MA-Quincy-1385 Hancock Street
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.