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About the role
Key responsibilities & impact- Work with user groups to ensure operational stability and applications meet business needs
- Build relationships with key user and operation groups to identify and resolve business issues
- Coordinate with department managers across organizational lines
- Resolve information services problems by analyzing issues, determining appropriate action, providing tactical direction, and reallocating resources
- Market and train the user community on Endpoint Services products, services, features, and processes
- Maintain customer satisfaction regarding reliability and functionality of supported computers
- Generate and monitor management reporting tools
- Evaluate and select hardware standards, including global laptops
- Negotiate bulk hardware purchases with manufacturers and resellers
- Manage endpoint provisioning, including imaging, policies, and software packaging
- Plan and execute global deployments, including security patching, OS updates, software deployment, and group policy changes
- Lead technical projects, including budget responsibility, implementation monitoring, and vendor relationship management
- Forecast systems needs for endpoint management operations
- Assess, plan, implement, monitor, and report on endpoint KPIs related to patching and lifecycle management
- Oversee requests, incidents, and problems related to Endpoint Management
- Participate in root cause analysis of widespread operational issues
- Escalate operational and service desk issues to upper management and participate in remediation planning
- Provide weekly, monthly, and ad hoc KPI and trend reporting to upper management
- Communicate outage and emergency activities to the organization
- Manage vendor relationships for daily operational needs
- Improve Service and Business Level Agreements for Endpoint Management
- Perform post-resolution follow-ups with end users and team members
- Alert upper management to emerging trends in incidents and ITIL processes
- Handle confidential data responsibly
- Continuously improve technical and management skills
- Review and suggest revisions to SOPs and FAQs
- Perform other duties assigned by the manager
Requirements
What you’ll need- Associate degree in technical field or equivalent combination of education and experience
- Minimum of 6+ years of industry and/or relevant experience, typically with 1+ years in a Senior Associate level role or external equivalent
- 6 years of experience in Endpoint Management or related field
- CompTIA Network+ and A+ certifications are a plus
- Microsoft certifications are a plus
- Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end user facing network configurations
- Extensive experience with VDI, Active Directory, O365, Windows OS and File shares
- Familiarity with Windows Server OS 2012 and above
- Proficiency in basic network and security fundamentals
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills and willingness to assist with documentation
- Ability to work as part of a team and individually as required by specific project needs
- Excellent time management and prioritization skills
- Patience, thoroughness, and innovation
- Ability to work independently with minimal supervision
- Ability to conduct research into a wide range of computing issues
- Ability to absorb and retain information quickly
- Ability to present ideas in user-friendly, business-friendly, and technical language
- Highly self-motivated and directed
- Attention to detail
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Ability to physically handle and set up technology equipment, including lifting up to 50 lbs
Benefits
Comp & perks- Discretionary bonus eligibility
- PTO
- Paid holidays
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401K
- Full time employment
- Career growth opportunities
- Training opportunities