Endpoint Solutions Manager

Job description

This role combines **technical leadership, delivery ownership, client engagement, and escalation management** to ensure a **stable, secure, and high-performing end-user environment**.

**Key Responsibilities**

**End-to-End Tower Ownership**

* Own overall delivery of Endpoint services:

* Device management (Windows \& Apple)

* VDI platforms (Citrix / AWS)

* Print infrastructure

* Ensure services meet:

* SLA / KPI targets

* Security and compliance standards

* Drive **service stability and continuous improvement**

**Technical Leadership (Hands-On)**

* Act as **technical authority (L3/L4 escalation)** across all endpoint technologies

* Provide guidance on:

* SCCM / Intune architecture and co-management strategy

* JAMF and Apple ecosystem design

* Citrix / AWS VDI optimization

* Print infrastructure standardization

* Review and approve:

* Complex changes

* Architecture decisions

* Major deployments

**Client \& Stakeholder Management**

* Act as **primary technical interface for client stakeholders**

* Lead:

* Service reviews (weekly/monthly)

* Technical discussions and escalations

* Translate technical issues into **business impact language**

* Build client confidence through **proactive insights and roadmap**

**Escalation \& Major Incident Management**

* Own **critical escalations (P1/P2 incidents)** across Endpoint tower

* Lead technical bridge calls during outages

* Ensure:

* Quick triage and resolution

* Clear communication to stakeholders

* Drive RCA and preventive actions

**Service Improvement \& Transformation**

* Drive initiatives such as:

* Intune-first / modern endpoint transformation

* Apple zero-touch deployment (ABM + JAMF)

* VDI optimization and cloud adoption (AWS)

* Print standardization and reduction of legacy issues

* Reduce:

* Ticket volume

* Repeat incidents

* Manual effort

**Automation \& Standardization**

* Promote automation using:

* PowerShell / scripting

* Endpoint management tools

* Standardize:

* Application packaging

* Patch management processes

* Policy configurations

* Drive **engineering mindset vs support mindset**

**Team Leadership \& Capability Building**

* Lead L1, L2, and L3 teams across Endpoint tower

* Mentor and upskill team members

* Conduct:

* Technical reviews

* Performance evaluations

* Improve **technical depth and ownership mindset** in team

**Governance, Compliance \& Reporting**

* Define and track KPIs:

* Patch compliance

* Endpoint health

* VDI performance

* Ticket trends

* Ensure audit readiness and compliance adherence

* Provide structured reports and insights to stakeholders

**Required Skills \& Qualifications**

**Technical Expertise (Must-Have Breadth + Depth)**

* Strong hands-on experience in:

* **SCCM / Intune (co-management, patching, packaging)**

* **JAMF / Apple device management**

* **Citrix VDI (CVAD / DaaS)** + exposure to AWS VDI

* **Active Directory, GPO, endpoint security**

* Good understanding of:

* Networking fundamentals

* Identity \& access (Azure AD / Entra ID)

**Architecture \& Strategy**

* Ability to design:

* Endpoint management architecture

* VDI solutions (on-prem + cloud)

* Strong understanding of:

* Modern endpoint trends (Intune-first, zero-touch)

* Hybrid environments

**Automation \& Tools**

* Strong scripting:

* PowerShell (mandatory)

* Exposure to:

* APIs / automation frameworks (preferred)

**Process \& Governance**

* Strong ITIL knowledge:

* Incident, Problem, Change, Service Improvement

* Experience in:

* CAB

* RCA

* SLA governance

**Leadership \& Soft Skills (Critical)**

* Strong client-facing communication (must handle US stakeholders confidently)

* Decision-making under pressure (especially during outages)

* Ability to challenge and improve existing setups

* Ownership mindset (not reactive, but proactive)

**Experience \& Education**

* 12--15+ years of experience in Endpoint / EUC / Infrastructure

* 5+ years in leadership / architect role

* Bachelor's degree in IT or related field

* Certifications (strong advantage):

* Microsoft (MD-102 / AZ-104)

* JAMF certifications

* Citrix certifications

* AWS (Solutions Architect -- Associate)

**Key Performance Indicators (KPIs)**

* Overall Endpoint SLA adherence

* Patch compliance (\>95--98%)

* Reduction in repeat incidents

* VDI performance (login time, session stability)

* Endpoint compliance \& security posture

* CSAT improvement

* Automation adoption

**What Good Looks Like in This Role**

* Endpoint environment is **stable, predictable, and scalable**

* Strong reduction in:

* Ticket volume

* Escalations

* Clear roadmap toward:

* Modern endpoint (Intune-first)

* Apple automation (zero-touch)

* Cloud VDI adoption

* High client confidence and minimal escalations