Associate Director, IT Operations

• The modern desktop and endpoint environment across Windows and macOS devices (desktops and laptops).
• Lead the transition from legacy desktop management (e.g., SCCM) to modern endpoint platforms (Intune/Entra ID for Windows, Jamf for macOS).
• People leadership for Desktop Engineering and Solutions Engineering, including performance management and skill alignment.
• The endpoint services roadmap, partnering with IT Product Management and Cybersecurity on priorities and delivery.
• Operational performance for endpoint services, including automation, patching, configuration, and escalations.
• Endpoint standards, security baselines, and device lifecycle management.
• Google Workspace Suite administration and management.
• Leadership of Solutions Engineer team responsible for bespoke system design and the Library’s physical security systems.

• Coach and mentor engineers on modern endpoint management practices across Windows and macOS platforms.
• Teams in adopting cloud-based device management, automation, and security-first design.
• Colleagues to understand tradeoffs between legacy and modern approaches and when each is appropriate.
• Best practices and standards across IT teams to ensure consistent, supportable solutions.

• NYPL’s mission, operating model, and how technology supports staff and patrons.
• Business and operational needs of partner teams and translate them into endpoint solutions.
• Existing tools, platforms, and constraints across ITIO to make informed decisions.
• Adjacent product areas to support cross-team collaboration.

• The reliability, security, and supportability of desktop and endpoint services.
• Operational efficiency through automation and process simplification.
• Communication and coordination from project intake through delivery.
• Metrics and reporting by defining and tracking clear KPIs and SLAs.

• Become familiar with NYPL IT practices, teams, and roles.
• Build working relationships with Product Managers, Cybersecurity, and peer IT leaders.
• Gain a baseline understanding of the current desktop and endpoint environment (Windows, macOS, SCCM, Intune, Jamf).
• Meet team members to understand strengths, gaps, and near-term priorities.

• Complete an assessment of the current desktop and endpoint management environment.
• Define a clear, phased roadmap for transitioning to modern MDM-based management.
• Assume ownership of assigned desktop and endpoint services.
• Provide day-to-day leadership to Desktop and Solutions Engineering teams.
• Begin driving operational improvements through automation and process refinement.

• Lead execution of the MDM modernization roadmap.
• Fully own the desktop and endpoint services portfolio as a technical and operational leader.
• Partner with Product Management and Cybersecurity on roadmap planning and prioritization.
• Deliver measurable improvements in reliability, security, and operational efficiency.
• Work with Product Managers to ensure expectations, timelines, and dependencies are clear.
• Continue developing leadership and people-management skills in partnership with IT leadership.

• Lead the architecture, deployment, and operation of desktop and endpoint services across Windows and macOS environments.
• Provide day-to-day leadership for Desktop Engineering and Solutions Engineering teams.
• Define and maintain endpoint standards for provisioning, patching, configuration, security baselines, and lifecycle management.
• Lead the administration of the Google Workspace Suite and complementary Google products.
• Oversee operational performance, including automation, process improvement, KPI/SLA tracking, and escalation handling.
• Partner with Cybersecurity to ensure endpoint services meet security and compliance requirements.
• Collaborate with IT Product Management to plan, prioritize, and deliver roadmap initiatives.
• Manage vendors and service providers related to endpoint and desktop technologies.
• Communicate status, risks, and outcomes to IT leadership and stakeholders.
• Support troubleshooting and resolution of complex endpoint issues, engaging other teams as needed.
• Performs related duties as required.

Required Education, Experience & Skills

• Bachelor’s degree and 5 years of management/supervisory experience 

• Demonstrated experience leading or significantly contributing to desktop and endpoint management in a large, complex organization.
• Experience transitioning or modernizing endpoint environments, including movement from legacy desktop management to modern MDM-based platforms.
• Hands-on experience managing Windows and macOS endpoints at scale.
• Hands-on experience managing Email and productivity systems such as Google Workspace, Microsoft 365, etc. 
• Experience providing people leadership, including coaching, mentoring, and guiding teams through change.
• Proven ability to manage multiple, concurrent initiatives while balancing operational stability and modernization.
• Experience collaborating cross-functionally with Security, Product, Infrastructure, and business stakeholders.
• Demonstrated success improving operational efficiency through automation, standardization, or process improvement.
• Strong communication skills, with experience presenting technical concepts to non-technical audiences.

• Strong leadership experience with modern endpoint management platforms, including Microsoft Intune/Entra ID and Jamf.
• Experience managing Windows and macOS endpoints at scale.
• Solid understanding of endpoint security fundamentals, including device compliance, identity integration, and security baselines.
• Experience with automation and scripting to streamline desktop and endpoint operations.
• Familiarity with legacy desktop management tools (e.g., SCCM) and experience planning or executing migrations away from them.
• Strong troubleshooting skills across endpoint, identity, and device management domains.
• Experience with vendor evaluation and management, including RFPs and service relationships.
• Ability to define and track operational metrics (KPIs, SLAs) for endpoint services.
• Strong communication and collaboration skills across technical and non-technical teams.

• Lead a large team; mentoring, coaching, planning, and execution.

More...

• Be Helpful to patrons and colleagues
• Be Resourceful in solving problems 
• Be Curious in all aspects of your work
• Be Welcoming and Inclusive

• Office setting

• Lift/move equipment up to 25 lbs

• Available on-call after hours and weekends
• Hybrid 3-on / 2-off as workload permits
• Travel to NYPL sites as needed