Manager, Endpoint Operations

Manager, Endpoint Operations

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.1

Location: Adelphi, MD (Hybrid)

The Manager of Endpoint Operations’ role is to ensure the streamlined operation of the organization’s endpoints in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and endpoint support activities of the organization, as well as provide administrative direction and support for daily operational activities of the endpoint operations department. 

The Manager of Endpoint Operations will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. This person will also define and implement processes, policies, procedures, and best practices for the endpoint computing environment as well as be involved in selection, acquisition, installation, configuration and support of new hardware, software, AV and associated peripherals.

Duties and Responsibilities:

Leadership & Planning

• Ensure staff are meeting and exceeding expectations in regard to performance and meeting defined metrics/benchmarks. 

• Maintains employee schedules. 

• Oversee the development, implementation, and administration of Endpoint Support training, procedures, and policies.

• Train, coach, and mentor Endpoint Support Technicians.

• Plan and conduct performance appraisals of staff, administer disciplinary action (in conjunction with Human Resources when needed).

Endpoint Support Management

• Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.

• Ensure endpoint personnel adhere to all SOPs.

• Support IT Asset Management responsibilities, which include updating and modifying asset records.

• Functions as the central point of information distribution regarding system-wide technical hardware and software support issues regarding Endpoint support.

• Develop business case justifications and cost/benefit analyses for endpoint spending and initiatives.

• Stay abreast of the latest trends, tools, and best practices, ensuring the organization is always at the forefront of technology.

• Coordinate with other IT teams, such as the Service Desk or Network Support, to ensure seamless integration of services and efficient incident resolution. 

• Provide leadership and support for the Endpoint Support team to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.

• Provide escalation for endpoint related issues.

• Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.

Competencies:

Skills:

• Extensive knowledge of remote access technologies.

• Extensive knowledge of current Microsoft Windows and Mac operating systems.

• Ability to effectively present information and respond to questions from groups of managers and customers

• Strong interpersonal skills and ability to establish and build relationships with internal and external customers, showing a high degree of cooperation, effectiveness in working with others and offering assistance when needed.

• Projects positive attitude and dedication, with flexibility and consistency.  Leadership qualities highly desirable. 

• Solid project management skills are essential

• Ability to identify process improvement opportunities

• Extensive experience with security, system management and deployment technologies such as AD/GPO, AdminStudio,  SCCM, Secunia, WSUS, Bitlocker Encryption, Mcafee ePO, WDS

Education & Experience Requirements:

Experience:

• 2 years of management or leadership experience

• 5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience. 

• Familiarity with network issues; ideally possesses relevant server experience (e.g., InTune, JamF)

• Previous experience in LAN/network administration or systems administration in a relevant computing environment is highly desirable

• Mobile platform knowledge and support experience is highly desirable

• Extensive equipment support experience w