Endpoint and End-User Support Manager (Information Systems Analyst

Reporting to the Library IT Manager, this technical supervisor position is responsible for the development, implementation, modification, support, and maintenance of SJPL's technology systems and programs. The ISA oversees end-user devices and day-to-day customer support services and directly supervises the Library HelpDesk team of seven full-time and one part-time Network Technicians, and one full-time Library Clerk - overseeing their daily work, developing work plans, and managing performance.

The ISA also collaborates across multiple work groups, plans and tracks several high-profile projects at once, and manages the deployment of project resources, including initiatives funded by State and federal grants. The role calls for strong organizational and project management skills, including usage/data and budget/expenditure tracking, and the ability to organize that information into clear reports for the Library Executive Leadership Team, the Library and Education Commission, and other governing bodies. It also requires awareness of City of San José and SJPL policies and procedures, such as procurement, budget/finance, and information technology best practices.

We are seeking an innovative, resourceful technology leader who thrives in an ever-evolving business and technical environment. The ideal candidate takes full ownership and accountability for projects from start to finish, applies IT best practices for operations and security, and keeps management and stakeholders informed along the way. This role is for someone who can resolve complex technical problems, maximize limited resources, and work both independently, as the lead for Library technology projects and systems, and as hands-on leader for the HelpDesk team. Just as essential are excellent verbal and written communication, strong judgement to know when to delegate and when to escalate, and positive, collaborative attitude.

Duties may include but are not limited to:

• Manage day-to-day endpoint service operations including user and identity management (Active Directory and Group Policy Objects/GPOs), SharePoint, and Microsoft 365 apps and services.

• Provide technical leadership for Library's endpoint environment across a mixed Windows, Mac, ChromeOS, and iOS/Android fleet - including device imaging and provisioning, endpoint security, reboot-to-restore (Faronics Deep Freeze), unified endpoint and mobile device management (Microsoft Intune, Workspace ONE, Jamf, and Google Admin/Chrome Enterprise), patch management (WSUS), and client device configuration.

• Perform hands-on system configuration and advanced troubleshooting endpoint and infrastructure issues to maintain service availability to meet service-level expectations.

• Lead technology modernization across the Library - identifying legacy, aging and end-of-life systems, planning a phased transition to current industry standards, and helping develop the budget proposals and grant requests needed to fund improvements responsibly.

• Supervise the HelpDesk team - setting work plans, providing training, and managing ongoing performance and appraisals, while providing technical mentorship to engineers, technicians, and interns.

• Manage client configuration and connectivity for the Library's Integrated Library System (ILS) and catalog.

A Bachelor's Degree from an accredited college or university in a relevant field, AND four (4) years of progressively responsible professional/journey level experience, of which at least two (2) years of experience include lead technical work in development, implementation and maintenance of computer systems, or application development and/or support.

Acceptable Substitution

• Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis.
• Completion of a Master's Degree in a relevant field from an accredited college or university may be substituted for one (1) year of the required two (2) years of experience which include lead technical work in development, implementation and maintenance of computer systems, or application development and/or support.

Required Licensing (such as driver's license, certifications, etc.)

• Possession of a valid State of California driver's license may be required.
• Certification as a Microsoft Certified Systems Engineer (MCSE), or equivalent certification from a professional organization, may be required if assigned to positions working with computer networks.

Other Qualifications

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for these positions may include:

Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.

The ideal candidate will also possess a combination of the following knowledge and experience:

Endpoint & Device Management

• Hands-on experience designing, configuring, deploying, and troubleshooting endpoints across a mixed fleet, including Windows 11 and macOS computers, Chromebooks, and mobile devices (iOS/Android).
• Experience with device imaging and provisioning, unified endpoint and mobile device management, and managing operating systems and standard productivity applications (Microsoft 365) across client devices.
• Experience managing endpoint security, including endpoint protection/antivirus and patch and update management.

Infrastructure & Directory Services

• Working knowledge of enterprise infrastructure concepts such as Windows networking (DHCP, DNS, subnets, gateways), Windows Server, virtualization (VMware), storage, and VDI.
• Experience administering Microsoft Active Directory and Group Policy, including Entra ID (Azure AD) in a hybrid environment.
• Familiarity with endpoint administration and management tooling (e.g., PDQ, ADUC, Microsoft Intune, PowerShell).

Operations, Automation & Documentation

• Scripting and automation experience (PowerShell) to streamline provisioning, configuration, and reporting.
• Experience reviewing and analyzing system logs, diagnosing issues, applying remediation, and performing preventive maintenance.
• Experience with IT asset management and creating and maintaining technical documentation.

Problem Solving - Approaches a situation or problem by defining the problem or issue; determines the significance of problem(s); collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Supervision - Sets effective long and short-term goals based on a good understanding of management practices; establishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.

Team Work and Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Planning - Acts to align own unit's goals with the strategic direction of the organization; defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.

Analytical Thinking - Approaching a problem or situation by using a logical, systematic, sequential approach.

Communication Skills - Communicates effectively and responses (verbal/written) are timely, effective, positive and respectful.

Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently in a timely, accurate, respectful and friendly manner.

Project Management - Ensures support for projects and implements agency goals and strategic objectives.

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José., The award-winning San José Public Library (SJPL) consists of more than 600 employees, a 23% bilingual workforce, and has24 branch libraries across San José, in addition to the Dr. Martin Luther King, Jr. Library, which is the city's main library jointly operated through a unique partnership with San José State University. SJPL serves a diverse community of roughly one-million residents and currently has nearly 700,000 library members. It annually attracts over 6 million visitors (pre-pandemic) and circulates more than 8 million items per year. Over the past few years, SJPL has cultivated a 21st century library experience dedicated to public service and committed to equity, diversity, and inclusion at the core. In addition to providing library services to the community, SJPL proudly leads two citywide initiatives - the Education and Digital Literacy Strategy and the SJ Access digital equity initiative, which has become the number one provider of free public access to Wi-Fi connectivity, tech device lending, and multi-lingual digital literacy programs and support. SJPL is led by Jill Bourne, City Librarian, who was nationally recognized in 2017 as Library Journal's "Librarian of the Year.", SJPL enriches lives by fostering lifelong learning and ensuring that every member of the community has access to a vast array of ideas and information. The library department is a place where people do great work and make a difference in our community. To see examples of SJPL's work and learn more about its impact, visit www.sjpl.org. Join us to make a difference!, SJPL's Library Information Technology (LIT) unit deploys, maintains, and supports all publicly accessible technology across the twenty-five-branch library system, including audiovisual (A/V) systems in community rooms; technology centers and PCs at every branch; and the laptops (Windows and Mac), Chromebooks, iPads, and smartphones used for public programs. Behind the scenes, more than 500 SJPL employees also depend on LIT for the equipment, software, and technical support they need to serve the public. The ISA leads efforts to provide the community equitable access to reliable technology while planning ahead for how public computing needs will continue to change., The City of San José hosts about 150 student interns annually, from majors that include finance, graphic design, information technology, accounting, urban planning, political science, public administration, and many others. Applicants must be a currently enrolled in college to apply. Interns at the City have flexible hours to work around their class schedules. Depending on the departments and their role interns generally work between 20-30 hours per week. So, what are you waiting for? Take the first step towards a rewarding career with us by browsing our current job openings. We can't wait to welcome you to our team and see how you'll help us shape the future of our city!