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Technical Support Manager - Desktop Services

Date: Jan 7, 2022

Location: Montreal, QC, CA, H3H 2P4

Company: Houghton Mifflin Harcourt

Job Requisition ID: 17142

Additional Locations: 


Roles and Responsibilities

Direct and manage Desktop Services team to create application deployments and hardware distribution that meet the goals of the Digital First Strategy. Ensure all application deployment and hardware distributions are maintained within operational and security compliance, working with all other groups to maintain compliance.


Help improve end-user system experience, develop and execute improvement plans to eliminate user dissatisfaction with the systems, hardware and software used on the end-user systems (i.e. laptops, Desktops and Virtual Machines). Develop task sequences to ensure all patches, fixes and upgrades are deployed with the minimum of end-user disruption (discourage multiple reboots and manual end-user tasks, etc.).


Responsible for translating requirements into specific systems, applications or process designs for very large complex technical solutions using System Center, specifically SCCM and SCOM. Expand management capabilities using Intune and other automation solutions for Application packaging & deployment. OS and application patch management.


Partner with InfoSec team to maintain the software inventories on all end-user devices (patches, fixes, upgrades, etc.) with a particular focus on patches and upgrades to maintain security compliance. Able to build standard Images and maintain them using Industry Standard tools. Windows Automation and Management Scripting with PowerShell and VBScript.


Advanced client support and troubleshooting. Effectively design, configure, implement, maintain, and troubleshoot all aspects of Group Policy.


Develop, maintain, and manage IT project plans to ensure projects are delivered on schedule, within agreed scope and create high stakeholder satisfaction within budget. Provide direct oversight to team including workload planning, coaching, constructive feedback, and personal development of direct reports.


Beyond the day-to-day IT needs, identify and propose projects and products to improve the long-term quality and efficiency of team delivery including product evaluation and business case development.


Manages team performance, accountability, workload and quality through metrics. Establishes and recommends change to policies/procedures which affect subordinates and or/organization.



  • 5+ years’ experience delivering desktop services.
  • Experience with Active Directory and Azure Active Directory.
  • Experience with managing Domain Controllers and DNS Servers
  • Experience with Office Deployment Toolkit and building various O365/Office 2019 package configurations.
  • ITIL certification, Microsoft certifications within Desktop Engineering.
  • Support for Windows based Software such as MS Office 365, Windows 10, MAC OS, and other standard software.
  • 5+ Years of managing software distribution tools (SCCM, Intune, JAMF, etc.).
  • Experience with regulatory frameworks such as NIST, SOX, PCI, and ISO.



Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world. Follow HMH on Twitter, Facebook and YouTube. For more information, visit http://careers.hmhco.com

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

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