Job Description

Primary Purpose:

Systems Administrator - End User Computing Services is a key leadership role within the IT Infrastructure organization and is responsible for a range of solutions that enable all employees to be productive through intuitive and user-centric services. From growing and developing an end user computing services team to defining procedures, setting service standards, defining SLAs, etc. The role requires a self-starter with strong technical knowledge, but equally focused on customer service, continuous improvement, and optimizing the global support model.

The key responsibilities of the role are:

• Lead a team that provisions, manages, and secures FOCO’s end user devices, including laptops, personal computers, and mobile devices.
• Lead a team that supports collaboration technologies, e.g. email, OneDrive, Teams, SharePoint, and video conferencing.
• Collaborate with the Service Desk, managing all end user incident and request tickets with data and metric driven decision making.
• Compile weekly, quarterly and annual reports/metrics for service performance and quality to IT leadership.
• Improve user awareness of IT services, by coordinating training, documentation, and communication initiatives.

Required Skills:

• Understanding of ITIL and ITSM processes and implementation.
• Strong knowledge of Windows and Apple (iOS/iPadOS & MacOS) client hardware and operating systems.
• Proficiency with user applications including the Microsoft Office 365 suite, Microsoft Teams, Adobe Creative Cloud, etc.
• Broad knowledge of end user device management technologies, e.g. Microsoft Intune (EMM), Systems Center Configuration Manager, Workspace ONE, or JAMF.
• Broad knowledge of Virtual Desktop Infrastructure (VDI) e.g. VMware Horizon View, or Window 365 Azure Desktops.
• Proficiency with project management tools including Jira, Zendesk, Asana.
• Experience driving a collaborative culture that values technical depth, accountability, and customer service.
• Ability to lead global teams consisting of internal employees and external service providers.
• Strong management skills with the ability to develop teams and cultivate talent.
• Excellent verbal and written communication skills for technical and non-technical audiences of various levels in the organization.
• Ability to travel domestically and internationally.

Typical Education and Experience:

• Bachelor’s Degree
• 4+ years’ experience in managing Endpoint Devices
• Working knowledge of IT systems
• Retail / eCommerce company experience a plus
• Remote workforce company experience a plus

Core Competencies:

• High energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities.
• Superior interpersonal abilities. Ability to get along with diverse personalities, tactful, mature, flexible.
• Display initiative and accept responsibility for assigned responsibilities under minimal supervision.
• Possess excellent verbal and written communication skills.
• Highly organized with an ability to stay in the detail, and resourceful to work effectively with multiple businesses, multiple audit teams and different time zones.
• Translates compliance and technical requirements into relevant and understandable terms.
• Service oriented, yet assertive/persuasive.
• Excellent time management and organizational skills.
• Self-motivated individual; action oriented; results driven.

We will:

• Provide the opportunity to grow and develop your career.
• Offer an inclusive environment that encourages diverse perspectives and ideas.
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization.
• Offer comprehensive benefits globally.

Tryouts are open at FOCO! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

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