Desktop Support and IAM Manager (Pulte Mortgage)

Desktop Support and Identity & Access Manager

This position is a remote position.

Description of Duties:

We are seeking a skilled Desktop Support and Identity Access Manager to lead our IT support team and ensure smooth operations of desktop systems and peripherals within our organization. They will also lead the team responsible for the development, implementation, and maintenance of the organizations identity and access management systems. This role ensures secure and efficient access to technology resources, safeguards sensitive data, and supports compliance with regulatory requirements. The Manager will also help set the strategic direction for both the desktop engineers and the identity and access management teams and programs. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion curiosity for using technology to solve problems and deliver top notch customer service. 

Responsibilities:

• Team Leadership: Manage a team of desktop support technicians, providing guidance, training, and support to ensure efficient and effective performance.

• Technical Support: Oversee the resolution of desktop hardware, software, and networking issues, either directly or through delegation to team members.

• Asset Management: Maintain an inventory of desktop equipment, software licenses, and related resources, ensuring compliance with company policies and procedures.

• Vendor Management: Coordinate with external vendors for procurement, maintenance, and support of desktop systems and peripherals.

• User Support: Respond to escalated user support requests, troubleshoot complex issues, and ensure timely resolution to minimize downtime and disruptions.

• Policy Development: Develop and implement desktop support policies, procedures, and best practices to improve efficiency, security, and user satisfaction.

• Security Compliance: Ensure desktop systems are secure and compliant with company security policies, including antivirus protection, software updates, and data backup.

• Vulnerability Remediation: Develop strategies to keep systems up to date and secure. Conduct Regular vulnerability assessments and remediate identified vulnerabilities promptly.

• Performance Monitoring: Monitor and analyze desktop support metrics, identify areas for improvement, and implement strategies to optimize performance and service delivery.

• Documentation: Create and maintain accurate documentation of desktop configurations, support processes, troubleshooting steps, and resolutions for future reference and training purposes.

• Collaboration: Collaborate with other IT teams, departments, and stakeholders to ensure alignment of desktop support services with business needs and objectives.

• Quarterly User Audits: Conduct audits to ensure compliance and security within enterprise systems.

• Provide technical expertise covering the various Identity, Authentication, and Governance components across the enterprise solution.

• Partner with the manager to coordinate IT SOX compliance efforts in alignment with business and legal requirements and objectives, including coordination with internal and external audit.

• evaluate and monitor internal control processes, identifying risks and assist with implementing measures to mitigate those risks. Strong understanding of best practices for SOX processes and controls.

• Leadership and Strategy: Develop and execute IAM strategies aligned with organizational goals and regulatory requirements.

  Lead, mentor, and manage a team of IAM professionals.

  Identify opportunities for process improvements and innovative solutions in IAM

• Identity Management:

  Oversee the creation, maintenance, and deletion of user identities across systems.

  Ensure accurate and timely provisioning and de-provisioning of user accounts.

  Implement and manage role-based access control (RBAC) frameworks.

• Security and Compliance:

  Ensure IAM practices comply with legal, regulatory, and organizational standards.

  Coordinate with security teams to respond to and mitigate IAM-related security incidents.

  Perform risk assessments and implement risk mitigation strategies.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).

• Proven experience in desktop support roles and Identity management, with at least 5 years in a managerial or supervisory capacity.

• Strong technical knowledge of desktop operating systems (e.g., Windows), hardware components, software applications, and networking principles.

• Excellent leadership, communication, and interpersonal skills, with the ability to motivate and mentor a diverse team.

• Experience with ITIL best practices, incident management, change management, and service desk operations.

• Proven experience with asset management tools, ticketing systems, and remote support technologies.

• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.

• Experience supporting Microsoft Office on-premises & Office 365 support specifically Outlook, Exchange online, TEAMs

• Proficiency with Microsoft Active Directory

• High level understanding of enterprise networks and multi-forest/domain environments

• Proficiency with supporting a remote workforce using remote access (VPNs) and associated technologies.

• Experience managing remote desktop connectivity (RDP) and Microsoft Terminal Services

• Strong written and verbal communication skills

• iOS device support (iPhone, iPad)

• Knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP…)

• Strong working knowledge of IT policies, processes, procedures, and standards.

• Strong understanding of best practices for SOX processes and controls.

• Ability to effectively supervise day to day work activities of direct reports.

• Manage multiple projects, work under pressure, and meet deadlines.

• Possess good analytical skills to be able to identify and mitigate adverse risk related situations.

• Strong understanding of IAM principles, frameworks, and best practices.

Preferred Skills:

• Experience working in an Agile environment

• Experience supporting TEAMs phone systems

• Experience with application virtualization and/or VDI

• Desktop application packaging and distribution using Microsoft System Center Configuration Manager

• Desktop patching using Microsoft System Center Configuration Manager

• Experience with scripting languages (PowerShell, VBScript)

Pay range: $88-$93k plus bonus.

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

All employees must be committed to fair and nondiscriminatory lending, in conformity with the Equal Credit Opportunity and Fair Housing acts, and to compliance with all applicable laws, regulations and company policies.  Employees must act responsibly in their efforts to provide financial services to Pulte customers and to provide support to Pulte's core purposes.

All offers of employment are contingent upon clear results of a comprehensive pre-hire background check including credit, criminal, education and employment.

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