End Point Services Manager

As an Endpoint Services Manager, you will lead technical support teams responsible for endpoint and modern device environments, ensuring reliable, secure, and efficient services across the organization. You will drive operational excellence, service improvements, automation initiatives, and lifecycle management strategies while partnering closely with Infrastructure, Cybersecurity, Network, and Digital Workplace teams.

This role offers the opportunity to influence endpoint services strategy, improve user experience, and lead the adoption of modern workplace technologies that support business productivity and growth.

Key Responsibilities

• Lead supervisors and technical support teams across endpoint and modern device service functions.

• Manage service delivery performance, including ticket allocation, resolution effectiveness, SLA adherence, and user satisfaction.

• Monitor operational trends and identify recurring incidents, problem areas, and potential risks associated with hardware refreshes, software deployments, and system upgrades.

• Ensure effective end-to-end support for endpoint technologies, including laptops, desktops, mobile devices, peripherals, and collaboration tools.

• Drive problem management initiatives, working with technical teams to resolve complex and recurring issues.

• Oversee endpoint device lifecycle management, including provisioning, deployment, asset management, refresh, and decommissioning.

• Manage hardware and software inventory levels and support procurement planning activities.

• Collaborate with Infrastructure, Cybersecurity, Network, and Digital Workplace teams to ensure secure and resilient endpoint services.

• Champion endpoint management best practices, automation initiatives, self-service capabilities, and user enablement programs.

• Lead continuous improvement initiatives focused on service efficiency, operational stability, and enhanced employee experience.

• Ensure endpoint services align with security, compliance, and organizational standards.

Ideal Candidate

• Strong experience managing End User Computing (EUC), Endpoint Services, Desktop Support, or Digital Workplace environments.

• Hands-on understanding of endpoint management technologies such as Microsoft Intune, MECM/SCCM, Microsoft 365, Azure AD/Entra ID, Autopilot, Endpoint Security, and Mobile Device Management (MDM) solutions.

• Experience leading technical support teams and driving service improvement initiatives.

• Strong stakeholder management skills with the ability to engage technical and business leaders.

• Knowledge of ITIL-based service management practices, incident, problem, and change management.

• Passion for delivering exceptional user experience through modern workplace technologies.