The IT Infrastructure and Operations department is responsible for the engineering, implementation, administration, and support of complex technical solutions delivering mission-critical services to Library staff and patrons. The team provides technical expertise for core IT Products including Modern Workplace, Cloud Computing, Desktop Engineering, Networking, Telephony, Cybersecurity, and business facing Applications.

Responsibilities

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. Perform related duties as required.

Key Responsibilities

Required Education & Certifications Bachelor’s degree and 5 years of management/supervisory experience

Required Experience Demonstrated experience leading or significantly contributing to desktop and endpoint management in a large, complex organisation. Experience transitioning or modernising 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 modernisation. Experience collaborating cross-functionally with Security, Product, Infrastructure, and business stakeholders. Demonstrated success improving operational efficiency through automation, standardisation, or process improvement. Strong communication skills, with experience presenting technical concepts to non-technical audiences.

Required Skills 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.

Managerial/Supervisory Responsibilities Lead a large team; mentoring, coaching, planning, and execution.

Benefits Core Values All team members are expected and encouraged to embody the NYPL Core Values: Be Helpful to patrons and colleagues Be Resourceful in solving problems Be Curious in all aspects of your work Be Welcoming and Inclusive Work Environment Office setting Physical Duties Lift/move equipment up to 25 lbs Pre-Placement Physical Required? No Union/Non Union Non-Union FLSA Status Exempt

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This is a hands-on role for someone who combines strong technical expertise with sound judgment and a proactive service mindset. You will resolve complex issues, anticipate risks before they impact productivity, and partner with global and cross-functional teams to ensure a reliable and consistent executive technology experience.

Responsibilities:

• Deliver IT support for executives by troubleshooting devices, software, and enterprise platforms (Windows, macOS, iOS/Android, Microsoft 365, Zoom, Slack, Google Workspace, Intune, Jamf, SCCM) while communicating technical solutions to both technical and non-technical audiences.

• Support and prepare technology for executive meetings and high-visibility events, including Investor meetings, leadership forums, and Executive offsites, ensuring systems are tested, reliable, and ready for live execution.

• Take end-to-end ownership of executive technology issues, including triage, diagnosis, resolution, and communication, coordinating with specialized teams as needed while maintaining accountability through completion.

• Proactively identify risks and potential points of failure, taking action to prevent disruption to executive workflows and ensure a consistently reliable technology experience.

• Document processes, maintain accurate records in ServiceNow, and contribute to knowledge sharing and process improvements that enhance the overall executive support model.

• Partner with global peers, site IT, and cross-functional teams to deliver a consistent and seamless executive support experience across locations.

• Demonstrate strong troubleshooting and diagnostic skills across endpoint devices, operating systems, collaboration platforms, and enterprise technologies.

• Be comfortable operating in high-visibility, time-sensitive environments, exercising sound judgment and maintaining discretion when supporting senior leadership.

• Communicate clearly and effectively with a range of stakeholders, translating technical issues into actionable and understandable solutions.

• Be organized, detail-oriented, and able to manage multiple priorities with urgency and consistency.

What We're Looking For:

We are looking for someone who builds trusted partnerships with executives, assistants, and IT teams to deliver a seamless support experience, owning issues from intake through resolution. You combine strong technical expertise with a proactive service mindset that keeps leaders focused on their priorities, while staying calm under pressure, adapting quickly to changing needs, and exercising sound judgment in sensitive situations.

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Primary Responsibilities

• Provide first level support for technical problems
• Ability to work across multiple IT Support Groups
• Assist in developing and deploying computer images for laptop and desktop systems
• Support the set-up and maintenance of end user hardware and software
• Assist in the support of Apple IOS wireless users
• As assigned, completely configure, test and install files, applications and printers
• Record and resolve or escalate incoming support requests in various ticket tracking tools
• Work with Audio/Visual provider in the support of video conferencing and conference room equipment troubleshooting
• Track various IT assets with software/hardware tracking system(s)
• Transport, pack and unpack IT related equipment for installation or shipment
• Provide quality customer satisfaction, technical expertise, accuracy and timeliness in delivery
• Ensure Security policy is followed in regard to systems access
• Unlock user accounts and reset user passwords
• Seeks to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats

Qualifications

• Education: High school diploma and associates degree in a technical field or equivalent
• Industry relevant training or technical courses strongly desired

Skills

• Support knowledge of Windows 10, Apple IOS, MS Outlook, SCCM, Wireless Technology, Remote field connectivity, MS Office, and hard disk imaging, Active Directory profile administration
• Ability to solve advanced technical problems and trouble-shoot complex issues
• Strong multi-tasking skills with the ability to handle multiple priorities
• Professionalism and drive for quality customer service
• Passion for technology as well as flexibility, desire, and ability to explore new fields of technical knowledge when needed

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