WHO ARE WE?
The HBO Technology team is the group responsible for delivering HBO’s award winning content to our subscribers 24/7. Our work enables Game of Thrones, Westworld, and Hollywood’s best movies to be consumed anywhere and everywhere. Within the Technology organization, the Business Systems team, as a part of the Media Technology & Information Services (MTIS) division, is responsible for end-to-end solution delivery, infrastructure management, and client support across applications, platforms and end-user compute environments. This includes delivering business solutions to support the Global Media Supply Chain and path to air systems; evolving the enterprise data and analytics platform in support of HBO’s direct to consumer business; providing 24x7 client support for 3,000+ users globally; and supporting more than 300 applications and a diverse set of tools and platforms across HBO.
The Director of Desktop Engineering is responsible for defining and executing a long-term vision for HBO’s end-user compute environments, including current and next-gen desktop hardware and related system images, operating systems evolution, virtual desktops technology, and the mobile device strategy. This position is located at HBO’s New York City headquarters.
WHAT WILL YOU DO?
The Director will be the primary point person to plan and manage the end-user compute environment with a focus on HBO’s domestic businesses while maintaining an outlook for a global footprint. The director’s success will be defined by successfully managing the end-user compute environment’s cost, capability, performance and security. The scope of the role is focused on HBO’s mobile devices, desktop and laptop computers, virtual desktop environments, related hardware, enterprise software delivery, operating systems (MacOS / Windows) and other integrated systems (including printing, scanning, and faxing).
Key responsibilities include:
Lead a team of senior engineers responsible for all end-user compute system design, delivery, and tier 3 support.
Define and optimize software delivery process for all end-user environments. Continually improve software delivery process and provide detailed reporting and metrics around deployments.
Drive security program and mobile device management strategy in partnership with HBO InfoSec and Infrastructure Engineering teams.
Define and manage device service request catalog for workplace technology. Ensure that catalog items have specific SLAs for delivery and that each catalog item is represented in the technology service management system (ServiceNow).
Define next generation platforms for workplace technology with a focus on performance and usability, including BYOD, next generation mobility tools, and high-performance workstations and laptops.
Drive ongoing performance optimization program for all workplace systems.
Partner with client services team to provide white glove solutions and support for senior HBO executives (SVP+).
Provide leadership in defining the process and service levels delivered to clients. Ensures service levels are accurate and demonstrate client needs / satisfaction.
Partner with Enterprise Services and Application and Platform Support teams to deliver end-user-centric solutions and support beyond standard deskside support.
Participate in planning and delivery of all information services activities, and serve as a key partner with all leaders in the Information Services organization. Enterprise Services, Application and Platform Support, and Infrastructure Engineering roadmaps.
Define and manage communication of Information Services advisories, critical outages, and long range plans as needed to wide audiences, including to HBO senior management.
Some travel between HBO sites will be required for this role.
WHAT DO WE NEED FROM YOU?
HBO is looking for a highly-skilled and experienced leader with a proven track record of evolving the end-user compute environments across complex, large-scale enterprises. The individual should have extensive experience managing a team of engineers in creating a world-class end-user compute environment.
Broad and proven experience designing optimized end-user environments, with demonstrated experience planning large-scale, high-performance system images.
Experience in Program or Project Management in a cross-functional, matrixed team.
Demonstrated detailed knowledge on how all aspects of Windows 7 and 10 operating systems interact with critical enterprise tools, including CrashPlan Pro, Credant, and Microsoft Office 2016 / Office 365.
Knowledge of critical end-user systems, including all common operating systems, enterprise productivity software administration (including Office365), mobile computing platforms including iOS and Android devices.
Proven success defining and implementing world-class software deployment and management process.
Broad experience with WSUS, SCCM and JAMF Casper.
Ability to present complex process data visualizations in various succinct formats (dashboard, presentations, etc).
Additional requirements and competencies:
Bachelor’s degree in engineering, computer science, or other related technical discipline is preferred.
Eight to 10 years managing a client services team, including the service desk / call center.
Demonstrated success managing technical talent, including recruiting, retention, promotion, and performance management for employees at various levels in the technology organization.
Ability to accomplish goals by managing individuals both through traditional reporting structure and through dotted line relationships across multiple departments to meet deadlines.
Very strong presentation, communication (oral and written), interpersonal, and organizational skills a must.
Excellent analytical and research skills.
Skilled in quickly connecting with and influencing people.
Adept in a fast-paced environment while prioritizing and managing several projects at once.