Manager, IT End User Services

Responsibilities:

• Team Leadership: Lead, coach, and develop a small team of endpoint engineers while carrying your own technical workload, including work assignment, prioritization, performance management, and career development.
• Hands-On Engineering: Perform the same work as the team, including device deployment and configuration, image and application packaging, policy management, and day-to-day endpoint administration.
• Endpoint Standards: Own the organization's endpoint standards and configuration baselines, covering hardening, policy, naming, imaging, and software packaging, and keep them documented and current.
• IT Peripheral Recommendations: Evaluate and recommend IT peripherals and end-user hardware such as monitors, docks, headsets, and accessories; maintain the approved standards list and validate compatibility with the endpoint estate.
• Security and Compliance: Implement and enforce endpoint security controls, and verify that devices remain compliant with company policies and standards.
• Updates and Patching: Manage, test, and deploy updates, patches, and software upgrades across the endpoint estate, and report on patch compliance.
• Technical Support and Escalation: Provide Level 3 support and act as the escalation point for complex endpoint issues, working the queue alongside the team.
• Documentation: Maintain comprehensive documentation for endpoint configurations, standards, runbooks, and procedures.
• Collaboration and Training: Work closely with IT infrastructure, security, and service desk teams to align endpoint management with broader IT strategy, and educate employees on endpoint security and usage best practices.
  

Qualifications:

• Years of Experience: Typically 4-6 years of hands-on endpoint management experience, including 1-3 years as a team lead, senior engineer, or working manager.
• Education: Bachelor's degree in information technology, computer science, or equivalent practical experience.
• Certifications: Relevant certifications such as CompTIA Security+, Microsoft 365 Certified: Endpoint Administrator, Intune, Jamf, or similar.
• Technical Depth: Current, hands-on proficiency with endpoint management platforms (e.g., Intune, Configuration Manager, Jamf), operating systems (Windows, macOS, Linux), scripting (e.g., PowerShell), imaging and packaging, and endpoint security tooling (EDR, MDM, patch management).
• Leadership: Experience leading a small technical team as a working manager or team lead, balancing coaching and oversight with personal technical delivery.
• Security Knowledge: Strong understanding of cybersecurity principles, endpoint hardening, and best practices.
• Hardware and Peripheral Knowledge: Familiarity with end-user hardware and IT peripherals, including compatibility, standardization, and the ability to evaluate options and make practical recommendations.
• Project Delivery: Ability to plan and execute deployments, OS migrations, and hardware refresh projects on schedule while managing competing priorities.
• Communication: Excellent communication skills, with the ability to explain technical issues and recommendations clearly to team members, stakeholders, and end users.
• Problem-Solving: Strong analytical and troubleshooting skills, with keen attention to detail in managing and securing endpoint devices.
• Industry Knowledge: Familiarity with industry-specific requirements and standards for endpoint management.
  Work Environment

Work Environment

• Office Setting: Remote.
• Travel:  10%.
• Collaboration: Works side by side with the endpoint team and closely with IT teams, security professionals, the service desk, and end users at all levels.
• Flexibility: May need to work outside of regular business hours for patching, deployments, troubleshooting, and emergency response, with occasional onsite work for hardware projects.

Conclusion

The Endpoint Engineering Manager is a working manager role, responsible for the security, functionality, and compliance of the organization's endpoint devices while leading and developing the engineers who support them. The position requires current hands-on technical skill, ownership of endpoint standards and peripheral recommendations, and the judgment to prioritize work across a small team. As reliance on connected devices grows, this role is central to safeguarding the organization's IT infrastructure and supporting its operational goals.