End User Computing Technical Manager
Experience: 10+ years
Location: Mountain View, California (Work from office)
About the Role
We are seeking a Technical Manager to lead our team of Systems Engineers within Corporate IT. You will own the team that handles Level 2 and Level 3 escalations, setting technical direction, developing engineers, and partnering with technology service owners to improve the reliability of our endpoint, identity, network, and collaboration environment. This role blends hands-on technical credibility with people leadership: coaching engineers through complex incidents, driving root cause analysis, and building the processes and automation that systematically eliminate recurring problems while owning the employee experience across our core technology stack.
Key Responsibilities
Team Leadership & People Management
• Lead, mentor, and develop a team of Systems Engineers; set clear goals, run regular 1:1s, deliver performance reviews, and build individual growth plans
• Own hiring, onboarding, and succession planning; manage workload, on-call coverage, and capacity to sustain a healthy, high-performing team
• Foster a culture of ownership, documentation, and permanent fixes over ticket closure
Escalation & Service Delivery
• Own the Level 2 and Level 3 escalation function end-to-end; serve as the senior escalation point for critical incidents and complex cross-platform issues
• Define and track SLAs, KPIs, and quality metrics; report on team performance, trends, and risks to IT leadership
• Bridge the Level 1 service desk and technology service owners; ensure clean handoffs, clear ownership, and timely communication during major incidents
Technical Ownership & Oversight
• Endpoint & Device Management: guide macOS management strategy via MDM (Jamf, kandji, or equivalent), including enrollment, configuration profiles, patching, and policy enforcement
• Identity & Access: oversee Okta (SSO, MFA, lifecycle management) and Active Directory standards, including group policies and OUs
• Network & Connectivity: direct escalated VPN and zero-trust troubleshooting (GlobalProtect, Zscaler ZPA/ZIA) and coordinate with network and security teams on deeper infrastructure cases
• Collaboration Tools: oversee Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, licensing) and Zoom Rooms / Zoom Phone environments
• Review and approve technical designs, changes, and runbooks; step in hands-on for the most complex or high-impact issues
Security & Compliance
• Partner with the security team to maintain endpoint compliance, EDR coverage, and patch posture across the fleet
• Lead the team’s response to security-related incidents; ensure IT security standards and audit requirements are followed and evidenced
Process Improvement & Knowledge Management
• Drive root cause analysis and problem management to reduce repeat escalations; prioritize automation and scripting to remove manual toil
• Ensure solutions are documented in runbooks and the knowledge base; enforce documentation standards across the team
Stakeholder & Vendor Management
• Collaborate with service owners, security, network, and business leaders to align priorities, roadmaps, and project work
• Manage vendor and tooling relationships, renewals, and escalations; contribute to budget planning and tooling decisions
Requirements
Experience
• 8+ years in IT systems engineering, endpoint management, or corporate IT infrastructure, including 2+ years leading or managing technical teams
• Proven ability to lead Level 2 and Level 3 support and incident response in a mid-sized or enterprise environment
Required Technical Skills
• macOS MDM (Jamf preferred) Okta administration · Microsoft 365 · Zscaler (ZIA/ZPA)
• GlobalProtect VPN · Zoom (Rooms & Phone) Active Directory · Networking fundamentals · Endpoint security / EDR
Leadership Competencies
• Strong people leader who coaches, delegates effectively, and holds a high bar for quality while supporting the team
• Systems-level thinker who seeks permanent fixes over ticket closure and balances technical depth with business priorities
• Clear communicator across technical and non-technical audiences, including senior stakeholders; experienced with runbooks and documentation
• Calm and decisive under pressure; comfortable-owning outcomes end-to-end across teams
Preferred Qualifications
ITSM platform experience (ServiceNow, Jira Service Management, or similar), including metrics and process design
• SIEM exposure or security incident response experience
• Scripting in Bash, Python, or PowerShell; Windows endpoint management familiarity
• Certifications: JAMF 200/300, CompTIA Network+/Security+, Microsoft 365 Certified; ITIL or people-management training a plus
Applications will be accepted until 11/19/2026
The annual salary for this position is between $75,000- $115,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and is subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
· Medical/Dental/Vision/Life Insurance
· Paid holidays plus Paid Time Off
· 401(k) plan and contribution
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
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