Sr Lead, Endpoint Engineering & Support

About the role

The Senior Endpoint Engineering Lead will oversee the strategic, technical, and operational aspects of endpoint management, including desktops, laptops, mobile devices, and endpoint services.

Responsibilities

• Own the strategy, engineering, and lifecycle management of desktops, laptops, mobile devices, and endpoint services.
• Configure, deploy, and manage endpoints using Microsoft Intune, including enrollment, compliance policies, configuration profiles, and application deployment.
• Manage endpoint security using Microsoft Defender, including threat detection, response, remediation, and security posture improvement.
• Evaluate, implement, and support Desktop-as-a-Service and virtual desktop solutions.
• Standardize device imaging, patching, configuration management, and endpoint support processes.
• Lead endpoint support operations for corporate and branch users, ensuring timely resolution of desktop, laptop, peripheral, and endpoint issues.
• Establish and monitor support SLAs, ticket queues, escalation paths, and service delivery metrics.
• Drive root cause analysis and continuous improvement for recurring endpoint issues.
• Partner with security and infrastructure teams to ensure endpoints are compliant, secure, patched, and aligned with policy.
• Manage vendor relationships, contracts, service levels, and performance for endpoint hardware, software, and DaaS providers.
• Own endpoint procurement, refresh planning, asset lifecycle management, budgeting, and forecasting.
• Build, mentor, and lead a team of endpoint engineers and support technicians.
• Communicate endpoint health, security posture, project status, and support performance to IT and business stakeholders.
• Develop documentation, standards, and training materials for endpoint support processes.

Requirements

• 6+ years of experience in endpoint engineering, desktop support, end user computing, or a related field.
• 2+ years of experience in a lead, supervisory, or team leadership role.
• Hands-on experience managing endpoints with Microsoft Intune, including compliance policies, configuration profiles, and application deployment.
• Experience with Microsoft Defender for endpoint security, threat detection, response, and remediation.
• Experience supporting Desktop-as-a-Service or virtual desktop infrastructure solutions.
• Experience supporting distributed environments with corporate offices and multiple branch, retail, or field locations.
• Experience with Windows OS deployment, imaging, patch management, and device configuration.
• Proven experience managing vendors, contracts, hardware procurement, software procurement, and endpoint lifecycle processes.
• Strong troubleshooting skills across hardware, software, operating system, network-related, and endpoint support issues.
• Strong leadership, coaching, communication, and stakeholder management skills.
• Absolutely customer-service mindset with a strong focus on end user experience.

Preferences

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Equivalent professional experience may be considered in place of a degree.
• Microsoft certifications such as Modern Desktop Administrator or Endpoint Administrator Associate.
• Security certification such as Security+.
• Experience negotiating vendor agreements and service levels.
• Experience evaluating and selecting endpoint tools, hardware, DaaS providers, or related services.
• Experience building endpoint standards, documentation, training materials, and operational processes.
• Experience partnering closely with security, infrastructure, IT leadership, and business stakeholders.