Associate Director, IT Operations

Crystal Building 40 StFull Timeexecutive

OtherIt Operations

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Quick Summary

Overview

OverviewThe 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.

Key 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.

Technical Tools

google-workspacecybersecuritynetworkingperformance-managementroadmap-planningsystem-design

Overview
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.

The Associate Director, IT Operations will oversee the client-facing technology products and services delivered to staff and patrons including, Modern Workplace, Desktop Engineering, and Solutions Engineering.

This role is responsible for modernizing and operating the Library’s staff and public facing endpoint environment, including Windows and macOS devices, and leading the transition to cloud-based device management.

We are looking for someone we can count on to:

Own:

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.

Teach:

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.

Learn:

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.

Improve:

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.

Some expectations for this role are that within:

1 month, this person will:

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.

3 months, this person will:

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.

6 months and beyond, this person will:

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.

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.
Performs related duties as required.