The Client Technology Manager under the direction of the Senior Director of Technology Services provides technical leadership to the Client Technology team.  In this capacity Manager assists with development and planning, as well as executes the functional level activities of the Client Technology Division: Operating Systems and Productivity Application Lifecycle Management, Client Technology Hardware Lifecycle Management, Line-of-Business Application Support, Cloud Services Administration, Identity Management, IT Security, Telecommunications, Mobile Device Management, and Helpdesk. Additionally, leads the Client Technology aspects of the broader Technology Projects; performs coordination of activities with other managers in the department; assures the consistency of policy execution, compliance with technical and administrative procedures as well as management direction; performs staff supervision and performance evaluation; all well as performs other related work as assigned.

Essential Job Functions:

(Duties listed are not intended to be all inclusive nor to limit duties that might reasonably be assigned)

• Leads all phases of the client technology systems lifecycle management including requirements gathering, equipment selection, software selection, hardware and software deployment and configuration, integration, testing, commissioning, cutover, documentation, and ongoing operation support.
• In coordination with Cyber Security and Technology Infrastructure leads establishment and maintenance of cyber security posture for entrusted client technology assets and systems through application of sound cyber security engineering principles and best practices implementation.
• Leads helpdesk monitoring, troubleshooting and resolution efforts.
• Acts as a final tier of Helpdesk and Client technology issues escalation, performs solution research, testing and implementation.   
• Takes part in the Incident Response activities as per established guidelines.
• Leads Client Technology Asset Lifecycle Management, including:
• Maintenance of hardware and software inventory records.
• Development and execution of the hardware and software Preventative Maintenance Plans.
• Assessment of assets utilization, age, cyber security posture, and a recommendation if a corrective actions.
• Supports Change Management, Configuration Management, Cyber Security Baseline management.
• Leads Client Technology Team members help desk work order prioritization and execution verification.  
• Follows standard practices for systems documentation.
• Coordinates with Sr. Director of Technology Services in developing technical solutions and approaches; co-develops policies, tailored procedural documents, and work instructions.  
• Plans and manages the day-to-day activities of assigned sections, activities, and priorities.
• Assures the most effective use of equipment and software consistent with the Agency’s needs.
• Leads interviewing, selecting, training, and evaluating staff.
• Leads cost analysis and cost forecasting in support of reporting requirements.
• Leads bi-annual Client Technology aspects of the “Board Pick” activities as per established schedule.
• Manage records created and received in compliance with the Hampton Roads Transit Records Management Policies and Procedures.
• Performs all other related duties as required. 

Required Knowledge, Abilities and Skills essential to Job Functions:

• Microsoft Entra ID Identity as a Service platform (Microsoft Azure) for hybrid cloud implementations.
• Microsoft 365 Software as Service.
• Enterprise-grade on-prem client technology management tools administration experience, including Active Directory, Group Policy, SCCM; cloud-based management tools.   
• Mobile Device Management system administration; mobile device provisioning concepts,
• Print and multi-function device administration central management tools.
• Cyber Security management tools, including endpoint protection, log collection (SEIM), and patch management.
• Installation, configuration, and maintenance of desktops and laptops running Windows and MAC OS
• Microsoft Windows client operating system expertise, including Windows OS image administration, application packaging, and deployment.
• Audio/Video & Collaboration Systems implementation and operations.
• Broad understanding of LAN communications, VPN technologies, cloud connectivity, etc.
• Productivity software administration; line of business software administration.
• Transit-specific software support.
• Apply critical thinking to quickly identify problems and implement solutions with minimal downtime.
• Utilize software and hardware diagnostic tools to identify, diagnose, and repair complex problems affecting system availability and performance. Using logic and wholistic analysis identify the strengths and weaknesses of different approaches.
• Be able to qualify decisions with solid reasoning and justification. Ability to multitask and perform a multitude of administrative and engineering tasks at one time unsupervised.
• Effectively collaborate in a team environment or work independently as needed.
• Provide mentorship to others and perform knowledge transfer as required.
• Maintain awareness of advances in information technology and developments in cyber security.
• Communicate effectively both orally and in writing with different business and technology groups.
• Poses strong work ethic.

Required Software Knowledge and Skills essential to Job Functions:

Proficiency in using computer systems and the listed software applications associated with performance of assigned work is essential. Advanced problem-solving skills associated with systems and software applications used is expected. Software usage relevant to job duties will be evaluated.

Safety Responsibility:

Perform all job duties and responsibilities in a safe manner to protect one’s self, fellow employees, and the public from injury or harm. Ensure all employees and contractors are properly trained and understand all rules, safety policies, and procedures to perform their work functions safely. Promote safety awareness by attending safety committee meetings and adhering to all safety procedures and policies. Actively conduct workplace hazard analyses for all employees to maintain a safe work environment. Encourage employee safety reporting program and communication of hazards to the Safety Department. Responsible for the timely mitigation of all unacceptable and undesirable safety risks. Accountable for safety performance within their functional area and achieving the agency’s safety goals.

Training and/or Education:

BS in Systems Engineering, Computer Science, Information Systems or Related Field.  Extensive relevant work experience in leu of formation education is acceptable.  

Required Experience:

The equivalent of a ten years of recent full-time, progressively growing professional experience in network infrastructure, data center operations, and client infrastructure support, including at least five years of increasingly responsible technical lead experience with at least three years as a senior support engineer or administrator of a large enterprise Information Technology environment with some personnel leadership responsibilities.

Licenses or Certificates:

• Possess a valid Driver's License.  Acquire a Virginia Driver's License within 60 days after the date of hire (in instances when an out of state license is not the applicant's current state of residence).
• Microsoft Network and Security Certifications preferred.

Special Requirements:

This position is classified as essential personnel.

FLSA Status:

Exempt

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Unusual Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work involves meeting multiple demands on a timely basis. Duties may require some overtime.