Endpoint Support Manager (Finance)
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.
- 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.
- 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.
