Endpoint and End-User Support Manager (Information Systems Analyst) - Library Department

Job Description:

Endpoint and End-User Support Manager (Information Systems Analyst) - Library Department

Description

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 City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY) , or via email at [email protected] .

About the Department

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!

Position Duties

The San José Public Library (SJPL) is seeking an Endpoint and End-User Support Manager (Information Systems Analyst, ISA) to lead the technology that runs one of the nation’s most innovative library systems. This is a hands-on technical leadership role for someone who wants their work to directly expand and impact digital access across a large and diverse community and workforce.

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.

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.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Minimum Qualifications

Education and Experience

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.

Selection Process

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process. Please answer all the questions in detail. Additional phases of the selection process will consist of one or more interviews, one of which may include a practical/writing exercise. If you have any questions about the recruitment please email [email protected]

Additional Information:

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email [email protected] and we will research the status of your application.

AI and the Hiring Process

We recognize that Artificial Intelligence (AI) is becoming part of daily life and can be a valuable tool for learning, research, and professional growth. We encourage candidates to use AI responsibly as a support in preparing application materials, live assessments, and interviews. However, we value authenticity, accuracy and truthfulness. Application responses and interview answers must reflect your own knowledge, skills, and experiences. While AI can supplement preparation, it cannot replace the originality and judgment we look for in our employees. This ensures fairness, transparency, and equity for all applicants in the hiring process.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

Closing Date/Time: 7/27/2026 11:59 PM Pacific

Salary:

$141,894.48 - $172,885.44 Annually