End Point Services Manager

Role overview

Key responsibilities

• Lead supervisors and technical support teams across endpoint and modern-device service functions.
• Manage ticket allocation, resolution effectiveness, SLA adherence, and user satisfaction.
• Monitor trends and identify recurring incidents and risks associated with refreshes, deployments, and upgrades.
• Provide end-to-end support for laptops, desktops, mobile devices, peripherals, and collaboration tools.
• Drive problem management and resolution of complex recurring issues.
• Oversee provisioning, deployment, asset management, refresh, and decommissioning; manage inventory and support procurement planning.
• Collaborate across technical teams to ensure secure, resilient services and alignment with security, compliance, and organizational standards.
• Promote best practices, automation, self-service, and user enablement; lead continuous improvement for service efficiency and employee experience.

Ideal candidate

• Strong experience managing EUC, Endpoint Services, Desktop Support, or Digital Workplace environments.
• Hands-on understanding of endpoint technologies such as Intune, MECM/SCCM, Microsoft 365, Azure AD/Entra ID, Autopilot, endpoint security, and MDM solutions.
• Experience leading technical support teams and driving service improvements; prior leadership experience is preferred.
• Strong stakeholder management and ability to engage technical and business leaders.
• Knowledge of ITIL-based service management and incident, problem, and change management.
• NV1 Security clearance is required.
• 4–6 years of relevant experience in Endpoint Services, EUC, Desktop Engineering, Digital Workplace, or IT Service Management environments.