Manager, Managed Desktop Services

Position Overview 

The Manager of Managed Desktop Services leads the engineering and operations team responsible for delivering secure, reliable, and high-performing desktop platforms across Windows, macOS, and Citrix VDI environments. This role provides leadership for the teams responsible for OS image creation and lifecycle management, application packaging, Tier 3 endpoint support, and operation of the enterprise Citrix environment. The manager ensures excellent customer experience, strong security posture, and high-quality service delivery aligned with enterprise architecture and operational standards.

Key Responsibilities

Leadership & Service Ownership

• Own the end-to-end delivery and continuous improvement of Managed Desktop Services, including endpoint imaging, application packaging, VDI operations, and Tier 3 support.
• Develop service roadmaps, standards, runbooks, and operational KPIs to ensure consistency and reliability.
• Manage and mentor a multidisciplinary team of engineers and specialists, providing coaching, development, and performance management.
• Ensure documentation, knowledge articles, and service processes are complete, current, and accessible.

Windows & macOS Endpoint Engineering

• Lead the design, engineering, and maintenance of Windows and macOS desktop and laptop OS images.
• Ensure images meet enterprise configuration standards, security baselines, patch compliance, and regulatory requirements.
• Oversee OS lifecycle management, including updates, new versions, and device configuration policies (GPO, Intune, JAMF, etc.).
• Manage release processes with structured testing, validation, and change controls.

Application Packaging & Deployment

• Direct the packaging and deployment of applications for Windows (MSI/IntuneWin) and macOS (PKG/DMG).
• Define and enforce packaging standards, testing procedures, and approval workflows.
• Work with product owners, business units, and InfoSec to prioritize requests and ensure packaged software is compliant and stable.
• Optimize deployment mechanisms through SCCM/MECM, Intune, JAMF, and other enterprise tools.

Citrix VDI Operations

• Oversee the day-to-day operations of the Citrix Virtual Apps & Desktops environment (or Citrix Cloud, if applicable).
• Ensure VDI images, policies, profiles, and application layers remain updated, secure, and performant.
• Monitor system health, session behavior, resource utilization, and overall VDI stability.
• Coordinate with infrastructure teams on virtualization, storage, and networking dependencies impacting the VDI estate.

Tier 3 Desktop Support

• Lead the Tier 3 team responsible for escalated endpoint and VDI issues.
• Perform root cause analyses and implement long-term corrective actions to reduce repeat incidents.
• Serve as the final escalation point for complex OS, application, configuration, and VDI issues.
• Provide advanced technical guidance and documentation to Tier 1 and Tier 2 teams.

Required Qualifications

• Minimum of 12 years related experience 
• 10+ years of technical experience in desktop engineering, endpoint management, or VDI operations.
• 5+ years managing an engineering or operations team.
• Hands-on expertise with:
• Windows 10/11 and macOS imaging and provisioning
• SCCM/MECM, Intune, JAMF, or equivalent management platforms
• Application packaging technologies for Windows and macOS
• Citrix Virtual Apps & Desktops, Citrix Provisioning, Citrix Cloud
• PowerShell, Bash, or scripting for automation
• Strong problem-solving skills with a track record of reducing incidents and improving service reliability.
• Familiarity with security baselines such as DISA STIGs, CIS/NIST standards, and patching practices.
• Strong communication and stakeholder engagement skills.
• US Citizen with the ability to obtain Agency clearance

Preferred Qualifications

• Experience supporting federal, regulated, or compliance-driven environments (FISMA, FedRAMP, DHS, DoD).
• Relevant certifications such as:
• Microsoft (MD-102, AZ-104, SC-series)
• Apple ACSP/ACTC
• Citrix CCA-V or CCP-V
• ITIL 4 Foundation
• Experience with automation or orchestration for endpoint deployment and support workflows