Endpoint Engineer

About the RoleThis role is responsible for delivering a secure, modern, and high-performing user experience across laptops, desktops, mobile devices, virtual desktops, collaboration platforms, AV technologies, and workplace support services. The position is primarily focused on Client Device and Endpoint Management (75%) with secondary responsibility for Service Desk Operations (25%). The successful candidate will combine strong leadership capabilities with hands-on knowledge of endpoint management technologies, modern workplace architecture, device lifecycle management, endpoint security, and digital employee experience programs.ResponsibilitiesEndpoint Management & Workplace Technology LeadershipOwn the overall strategy, governance, engineering standards, and operational delivery of endpoint services supporting Windows, macOS, iOS, Android, and virtual desktop environments.Define and execute the enterprise endpoint roadmap focused on Microsoft Intune, Windows Autopilot, Endpoint Analytics, Digital Employee Experience (DEX), and modern cloud-based device management.Lead endpoint lifecycle management including procurement standards, device refresh planning, provisioning, deployment, support, patch management, refresh, recovery, and retirement.Establish and maintain workstation engineering standards including:Endpoint configuration managementApplication packaging and deploymentDevice complianceSecurity baselinesOperating system servicingPolicy standardizationDrive migration and optimization initiatives involving:MECM/SCCMIntuneCo-ManagementWindows Updates for Business (WUfB)Modern Endpoint ArchitecturePartner closely with Infrastructure, Cybersecurity, Identity, and Cloud Engineering teams to maintain secure and compliant endpoint operations.Utilize endpoint analytics and DEX data to proactively identify device-health issues, friction points, performance challenges, and opportunities to improve user productivity.Collaboration Technologies & AV ServicesProvide oversight for enterprise collaboration services including:Microsoft TeamsTeams RoomsZoom RoomsConference Room TechnologiesExecutive AV EnvironmentsWireless Presentation PlatformsEstablish operational processes for room health monitoring, lifecycle management, standards, and vendor support.Lead modernization efforts for conference room technology and collaboration experiences.Service Desk LeadershipLead Service Desk operations supporting employees across multiple locations and time zones.Ensure effective execution of:Incident ManagementRequest ManagementProblem ManagementChange ManagementMajor Incident ManagementImprove service quality through automation, knowledge management, AI-powered support capabilities, virtual agents, and chat automation.Develop and maintain staffing models supporting 24x7 operations and demand fluctuations.Drive continuous improvement initiatives that improve service quality while reducing support demand.Service Delivery & GovernanceMaintain accountability for:SLA performanceKPI achievementCustomer satisfactionContractual obligationsOperational stabilityDeliver executive-level reporting on:Service performanceEndpoint complianceDevice healthService Desk performanceCustomer experienceTechnology roadmapsManage budgets, vendors, contracts, and service providers supporting endpoint and workplace technology functions.Establish operational metrics and reporting programs to continuously improve service delivery.QualificationsBachelor's degree in Information Technology, Business, Engineering, or related discipline (or equivalent experience).8+ years of experience leading End User Computing (EUC), Client Device Management (CDM), Digital Workplace, Endpoint Management, or IT Service Delivery functions.3+ years of direct people leadership experience.Experience managing endpoint environments supporting 2,000+ users and devices.Hands-on knowledge of:Microsoft IntuneWindows AutopilotMECM/SCCMCo-ManagementEndpoint ComplianceApplication DeploymentPatch ManagementEndpoint SecurityExperience designing and operating endpoint lifecycle management programs.Experience supporting Windows, macOS, iOS, and Android device ecosystems.Experience managing service delivery in a 24x7 support environment.Strong understanding of:Incident ManagementRequest ManagementProblem ManagementChange ManagementMajor Incident ManagementStrong executive communication and stakeholder-management skills.Required SkillsExperience implementing or managing:Microsoft IntuneWindows AutopilotEndpoint AnalyticsDigital Employee Experience (DEX) platformsWindows Updates for Business