Service Manager – Desktop



This role will manage end-to-end lifecycle of Desktop Services.  This role will build and maintain an IT Operational framework consistent with global IT requirements and establish a strong working relationship with IT customers, the Digital Experience Leaders, and SBG & Enterprise IT functional leaders.  This role represents the Desktop Services offering to all internal (and external) users of the service.  This role is the Evangelist, the face of the service globally and “owns” the service – full accountability and ownership across all Honeywell businesses and in partnership with these businesses.

Specific Responsibilities:


  • Manage end-to-end Desktop service/s in the End User Computing domain that meets the needs of Honeywell businesses
  • Own all aspects of the Desktop hardware standards, platforms and supporting tools, including design, architecture, availability, reliability, performance, monitoring and security of the platform
  • Play an integral part in the development of strategies for optimal use of end users computing devices (PC, Tablets, Engineering workstations, Thin Client, Zero Client etc.)
  • Must be able to work with very little supervision in a highly charged and fast-paced environment
  • Establish global End User Device standards. This includes:
    • Ensure support processes meet or exceed agreed to SBG service level commitments
    • Service offering overview and details
    • Pricing and Total cost of Ownership (Transparency)
    • Components of the service – understand the different systems used to deliver this service
  • Responsible for the strategy and future direction of the Desktop Services platform and partners with strategy team for both STRAP and AOP planning.  Focus on innovative, sustainable strategies
  • Develop flexible operating plans for a changing environment
  • Helps identifies needs / gaps in business technology leverage and builds strategy to address needs across Honeywell
  • Plans service components and pricing for AOP
  • Analyze existing and emerging technologies by partnering with Enterprise Strategy.  Continually seek innovative solutions to business problem
  • Lead change and adoption of new processes and technology
  • Understand technology maturation/readiness and leverage into IT investments
  • Understand technology strategy and needs across each of Honeywell’s SBG’s and plan which technological direction is appropriate to meet business requirements
  • Proactively identify which technologies have the potential to create business opportunities or other relevancy for Honeywell and appropriate timing / approach to introduce
  • Continuously manage the service lifecycle to ensure contemporary services to Honeywell
  • Understand business needs in order to identify discrepancies between the service design, business procedures and how the service is used in reality
  • Responsible for the continuous accuracy and maintenance of any service offering catalog
  • Work to continuously reduce the unit cost of service by:
    • Better understanding cost of the service inside and outside Honeywell
    • Leverage main costs drivers
    • Continuously challenge suppliers
  • Constantly reducing the cost from year to year by optimizing the environment
  • The Desktop Service Manager will be hold accountable and will be engaged in major incidents and works with the User Solution & Support Group to ensure proper communication and prompt resolution
  • Drive development and adoption of standardized work and repeatable processes
  • Respond with urgency to audit/compliance findings, security incidents ensuring fast/complete/sustainable remediation
  • Design services and solutions with security to protect Honeywell’s intellectual property (IP)
  • Act as service advocate for customer; Consistently review customer satisfaction responses and take improvement actions
  • Contracts and vendor management
  • Strong involvement in current contract improvement on finances, service delivery side and transition effectiveness
  • Negotiation of future contract with external vendors, Partners, in coordination with Procurement organization
  • Performance management of Vendors and contracts in compliance to budget and SLA
  • Understand the Enterprise IT global service requirements, aligned with the Businesses into a common Operational vision and delivery plan
  • Organize appropriate communication and “get acceptance” activities
  • Liaison with Business Leaders to establish and integrate a global team, that will develop, align and deliver global operational services and support processes in a follow the sun methodology in support of customer requirement
  • Develop, in alignment with the Business Leaders, an Operational MOS





You will have:


  • 10+ years related experience in End User Hardware Standards, Desktop Architecture and End User Computing domain
  • 5+ years related experience in Microsoft SCCM and End User Software Lifecycle Management (Imaging, Packaging & Deployment)
  • HS Diploma or GED equivalent


We value experience in the following:

  • Bachelor’s Degree in Engineering or Computer Science or Information technology or related field preferred
  • Strong experience with Desktop technologies environments
  • Ability to act with customer and operations communities in an attentive and responsive manner
  • Ability to successfully understand and translate the needs of varied operations constituencies into IT service support requirement
  • Demonstrated ability to deploy a broad set of Operational capabilities
  • Strong customer focus, organizational, project management, conceptual design skills
  • Strong People management skills
  • Ensure management of Operational budgets and financial obligations
  • Ability to lead multidisciplinary teams through the design and implementation of robust IT service support processes across all operations communities
  • Demonstrated ability and initiative to independently stay abreast of current and emerging IT service management and ITIL trends related to service support process domains, and understanding of potential to address Honeywell needs
  • Ability to communicate effectively with all levels of a diverse environment, including senior management, operations and technical staff, supplier relationships and administrative functions
  • Experience leading and working effectively in an environment with rapidly shifting and often contradictory demands and priorities
  • Ability to influence others to take action and execute against assigned activities and tasks
  • Demonstrated passion for Operations and ability to lead a stable, disciplined operations




Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.


: Information Technology

Primary Location

: USA-NJ-Morris Plains

Education Level

: High School Diploma/GED


: Yes, 10 % of the Time

Relocation Available: No


University Relations Requisition: No


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