IT End User Support Client Engineering Manager

Summary VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti‑counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications. The company supports customer success with solutions that help keep the world connected at home, school, work and everywhere in between. Duties & Responsibilities Supervise daily end‑user support and client engineering operations to resolve incidents, service requests and escalations on time. Lead endpoint lifecycle management activities, including provisioning, deployment, refresh, relocation, recovery and de‑commissioning of laptops, desktops, mobile devices and related peripherals. Oversee client engineering standards for endpoint configuration, operating system images, software packaging, patching, policy enforcement and device compliance. Drive continuous improvement through automation, standardization and self‑service capabilities. Partner with cybersecurity, infrastructure, identity, networking and collaboration teams to deliver secure, integrated workplace technology solutions. Monitor ticket queues, service trends, endpoint health and support metrics to identify root causes and reduce recurring issues. Coach and develop staff, establish clear priorities and promote a culture of accountability and customer service. Coordinate major endpoint‑related rollouts, upgrades and refresh initiatives with minimal disruption. Maintain and improve operational documentation, support procedures and knowledge articles for audit readiness. Support onboarding, transfers and off‑boarding processes to ensure timely device readiness, access coordination and asset control. Collaborate with vendors and internal stakeholders to evaluate new technologies and improve support models. Qualifications Bachelor's degree in Information Technology, Computer Science, Information Systems or equivalent practical experience. 8+ years of experience in end‑user support, desktop engineering, endpoint management or workplace technology roles in a corporate enterprise environment. 2+ years in a supervisory or team‑lead capacity. Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, mobile devices and enterprise productivity applications. Hands‑on experience with endpoint management and software deployment platforms such as Microsoft Intune, SCCM/MECM, Jamf or similar. Strong understanding of device imaging, patch management, software packaging, asset lifecycle controls and endpoint security practices. Experience managing escalations, prioritizing workloads and driving service delivery improvements using support metrics and root cause analysis. Excellent communication, organizational and stakeholder management skills. Preferred Qualifications Experience in high‑tech manufacturing or other complex global enterprise environments. Experience with modern device provisioning and management capabilities such as Windows Autopilot, Apple Business Manager, mobile device management and zero‑touch deployment models. Knowledge of endpoint security controls, encryption, compliance baselines and zero‑trust principles. Experience supporting conference room, collaboration and workplace technology services. Familiarity with ITIL‑based service management, knowledge management and continuous service improvement practices. Relevant certifications such as Microsoft, ITIL, Jamf or CompTIA. Experience working with global teams, vendor partners and onsite‑offshore support delivery models. Equal–Opportunity Statement VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities. VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies. #J-18808-Ljbffr Viavi Solutions Inc.