Citrix Manager

About Us:

HUB International Limited ("HUB") is the 7th largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 10,000 employees in 450 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in Mergers and Acquisitions. The company is headquartered in Chicago and is currently owned by Hellman & Friedman.

The Manager, Endpoint, Workspace, and Citrix Technology is responsible for the operations and management of endpoints (desktop, laptops, Citrix virtual desktops, printing and peripherals, and conference room support) for Hub users. Manages a team of 7 employees and contractors to perform duties around VDI incidents, requests for desktops and peripherals, task assignments, asset management, desktop engineering, and problem management. Extensive experience and judgment to plan and accomplish goals. Leads and directs the work of others. Conducts annual staff performance reviews. Responsible for establishing goals for the department and supervised staff. A wide degree of creativity and latitude is expected.

MAJOR DUTIES: Manager, Endpoint, Workspace, and Citrix Technology

  • Report to the Director of Service Delivery and Transformation, this person will oversee HUB's endpoint, workspace, and VDI technology operations
  • Ensure team provides Request fulfillment VDI, EUC, Desktops, Printers, all end users devices
  • Oversee Workstation Image Management
  • Provide support to M&A's for weekly site on boarding, and workspace integrations
  • Provide oversight of patching and SCCM
  • Provide oversight for AV/Video Conference Support and Deployments
  • Responsible for the testing and integration of new technologies to ensure operational stability
  • Provide input for documentation/Knowledge management and creation of SOPs for L1/L2
  • Manage Critical Incident response as high priority issues occur. Delegate and manage tasks for troubleshooting
  • Drive metrics and adhere to daily reporting requirements for area of responsibility
  • Provide capacity planning and demand management of the VDI environment including working with teams and vendors to ensure software and hardware needs are met
  • Drive and enable the team to manage incidents/tickets for 3rd level engineers in end-user computing, desktop, VDI, and Citrix
  • Assist in the management of 5 ticket queues; including VDI incidents, requests, tasks, asset management, desktop engineering, and problem management.
  • Provide input and root cause analysis to the Problem management process for end-user computing, desktop, VDI, and Citrix
  • Ensure team provides monthly vDisk image updates and remediate over/under allocated desktops
  • Provide daily Health Checks and System Maintenance
  • Ensure effective Printer Deployments/vPad Ordering and Configuration through team and field services provider
  • Provide Physical and Virtual Non-Project Desktop Deployments and Image Builds
  • Provide system monitoring and event management for environments of responsibility
  • Manage team for Desktop Image Testing and Deployment
  • Provide input and support to Field Services provider

QUALIFICATIONS:

  • Able to demonstrate the ability to undertake the above responsibilities
  • Demonstrated knowledge of desktop, Citrix and VDI technology, desktop software and patching deployment
  • Lead team through troubleshooting of critical incidents
  • Demonstrable experience in leading virtual and vendor partner teams
  • Demonstrated ability to work in diverse environment of incident management, escalation procedures and related disciplines
  • Able to work under pressure and meet deadlines
  • Deep understanding of Operations and "run" aspects of IT, for back-end systems and end-user technology
  • Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders
  • Strong interpersonal, communication (verbal and written), negotiation, and collaboration skills incorporating the ability to effectively work with all levels of the organization
  • Demonstrated high level analytical and problem solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution
  • Possess shared vision and values that create culture of customer service, accountability, capability building

REQUIREMENTS:

  • Bachelor's degree and minimum 8 years (or 12 plus years equivalent) in of experience in workspace and endpoint operations and engineering teams. With at least 3 years in lead/supervisory role
  • Experience in desktop, laptops, Citrix virtual desktops, printing and peripherals, and conference room support
  • Deep understanding of Citrix VDI and backend environment
  • Expert trouble shooting skills, for triage and resolution of critical incidents
  • Skilled in AppV, SCCM , SCOM, PVS, and Windows Server
  • Experience with Microsoft Visio and other MS Office products
  • Uniprint knowledge and background a plus
  • Insurance background a plus
  • LI-MP1

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