Mgr Engineering & Desktop Support in Concord, NC at ACN Jobs

Date Posted: 3/5/2018

Job Snapshot

Job Description

JOB SUMMARY:   The Engineering & Desktop Support Manager is responsible for support of ACN’s technical infrastructure utilizing Microsoft/Windows and other technologies.  This customer-focused individual will lead a team of engineers and support specialists in providing of quality technical services.  This is a hands-on position which provides the opportunity for an individual to leverage both managerial and technical skills.


  • Manage a team of Windows platform engineers and end user support specialists
  • Maintain high level of service provided to end users through ACN’s IT helpdesk
  • Analyze, develop, and implement Microsoft/Windows-focused technical infrastructure solutions
  • Improve, streamline, and re-invent work processes
  • Participate in development and improvement of IT infrastructure strategy
  • Monitor and maintain server infrastructure
  • Manage assigned projects and program components to deliver services in accordance with established objectives
  • Develop and maintain documentation of systems and procedures
  • Investigate and remediate technical and operational issues to restore service
  • Design and planning of new or emergent technologies focused on end user computing support and Windows platform technologies
  • Infrastructure capacity planning, procurement, budgeting, and implementation
  • System management standards and operational methods, disaster recovery, business continuity, organization and project management
  • Be able to prioritize competing requests with an eye towards security and minimizing downtime
  • Pursue efficiency and economy in the use of resources
  • Identify areas of continual improvement to systems and infrastructure.
  • Adherence to all established IT management processes and procedures.
  • Research new products and strategy development of systems and infrastructure.
  • All other duties as required.


  • Demonstrated ability in effective leading of teams toward stated objectives.
  • Mastery of common Microsoft/Windows technologies (Windows OS, Active Directory, RDS, O365, etc).
  • Experience architecting, engineering, automating and supporting Microsoft/Windows technologies in a 24x7 global operations environment.
  • Experience with scripting, automation, and containerization tools (Powershell, Kubernetes, Docker, etc).
  • Extensive experience with one or more of the following Cloud/Virtualization technologies: Hyper-V, VMWare, AWS, Azure.
  • Strong written skills for documentation and reporting.
  • Excellent analytical and troubleshooting skills with strong technical aptitude.
  • Articulate, business-like and friendly demeanor.
  • Strong verbal skills for communicating with technical and non-technical staff.
  • Flexible and efficient, ability to handle multiple tasks.
  • Adaptable to changing environment and workload.
  • Self-motivated and able to work with minimal supervision.
  • Work well under pressure/deadlines. Strong communications skills, verbal and written


  • 3+ years prior experience leading IT teams
  • 8+ years of hands-on experience in a Windows Engineer or similar role
  • 4 yr. degree in Computer Information Systems or related field OR equivalent experience Bachelors degree or equivalent work experience


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