Sr Manager, Endpoint Support

The Senior IT Manager, Endpoint Support, will be in a hands-on position responsible for supervising, developing technical skills, guiding the Endpoint Support team, and leading its day-to-day activities. Workload divisions will be 20% hands-on endpoint support functions and 80% direct supervisory and management duties.

ESSENTIAL JOB FUNCTIONS

• Manage the daily activities of the Endpoint Support Team, which consists of 12 geographically disbursed employees, ensuring procedures and processes are followed consistently.
• Monitor, report, and take action to ensure the team is meeting the expected SLAs and KPIs within the IT ticketing system.
• Set procedures and processes in line with standards within the Endpoint environment. 
• Quality checking and auditing of work carried out by the Endpoint Support team.
• Propose, document, and implement changes to policies or procedures in line with technological advancements. 
• Act as a primary point of contact for escalation for Endpoint Support issues during major system outages, supplier issues, and customer conflict resolution.  
• Monitor and identify any trends or irregular activities on jobs logged with local IT teams that could relate to potential IT issues and escalate to the Director of IT Services & Operations as necessary.
• Make recommendations regarding new technologies, tools, and techniques that would provide value and benefit to the Enterprise. 
• Participate in Change Management calls. 
• Drive automation by utilizing scripts and tools to automate procedural tasks, including SCCM.
• Establish Endpoint Support administration strategy via Microsoft InTune and AutoPilot to drive automation and self-service capabilities across the organization.
• Provide direct technical support to customers for PCs, printers, scan guns, and mobile devices on request.

QUALIFICATIONS

• 10+ years working in an Endpoint role with at least 5 years in a leadership role.
• Excellent verbal and written communication is required.  It will be very hard to succeed in this position without this skill set.
• Passionate and energetic about technology solutions and customer service. 
• Expertise in relevant technologies such as desktop computers, laptop computers, tablets, mobile devices, scanners, printers, video conference solutions, and conference room AV equipment. 
• Relevant experience with all desktop Windows versions with a focus on Windows 10 and 11, as well as significant exposure and experience supporting Microsoft M365 implementations, including the Office suite of tools and InTune configurations.
• Must have expertise in SCCM and mobile device management solutions. 
• Knowledge in patching and management of all endpoint devices. 
• Expert knowledge of PC (Windows and Mac) imaging strategies is required.
• College degree or equivalent working experience.