Supervisor/Lead - Endpoint Support

What you will be doing
Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organization. To provide optimum services and solutions, these individuals partner with end user device engineers to understand user needs, resolve problems, and implement/support approved technical solutions.
These individuals provide initial setups and support of endpoint devices. They troubleshoot IT-related problems and provide input/recommendations to endpoint hardware and software technologies. Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities.
Individuals in this role require troubleshooting and customer service skills. They are organized, thorough, and have great attention to detail. This role also requires the ability to multi-task and handle frequent interruptions.
This Team Member will provide technical and tactical leadership for an endpoint support team. They will supervise and lead multiple projects/work initiatives/tasks concurrently.
Responsibilities:

• Works with business analysts, end user device engineers and customers (internal, external, and vendors) to understand users Endpoint Support requirements.
• Analyzes business workflows to address business needs.
• Provides feedback and limited approvals regarding requirements.
• Leads or consults on short-term or long-term Endpoint Support planning efforts with team members, customers, and other IT groups.
• Contributes to the development of policies, work instructions and standards for Endpoint operational processes.
• Adheres to policies, work instructions and standards.
• Participates in the development of training materials.
• Supports development and accuracy in endpoint technology knowledge.
• Supports development and documentation of endpoint support processes.
• Provide recommendations per customer feedback.
• Ensures team compliance to policies, procedures, and standards.
• Participates in and may recommend the design and implementation of equipment replacement plans.
• Supports IT inventory/asset management processes.
• Supports business continuity and disaster recovery requirements, methods and procedures based on established policies.
• Ensures internal SLAs are met.
• Identifies training needs for end-users and the internal training organization.
• Supports the development and implementation of technologies/ processes that make it easier for customers and suppliers to do business with increased profitability.
• Seeks and recommends improvements in Endpoint Support processes and procedures
• Performs reviews to ensure that established processes are followed and makes recommendations for improvements when appropriate.
• Provide recommendations related to inventory control.
• Creates and contributes to technical knowledge articles.
• Documents and reviews solutions to common problems and responses for frequently asked questions.
• Partners with network and systems administration teams to ensure efficient operations of the desktop computing environment
• Partners with support teams across IT to ensue processes and knowledge are available Endpoint Support to quickly resolve incidents and requests.
• Researches, analyzes, and recommends the implementation of software or hardware changes to rectify any problems
• Identifies and recommends new testing needs.
• Develops cost/time estimates.
• Participate in review of vendor proposals.
• Understands department budget and will participate in staying within budget.
• Understand Service Costing and ensure procedures are followed to stay within budget.
• Assesses/analyzes the need for and implements performance upgrades to PCs.
• Plans and schedules installation and deployment projects
• Supervises and can lead the planning, building, upgrading, and maintenance of endpoints.
• Leads and provides technical supervision for the planning, designing, and execution of testing efforts.
• Recommends and tests new technologies.
• Supervises the deployment of new or upgraded images, software, and hardware for multiple endpoints.
• Makes recommendations on configuration options
• Submits or updates configuration items within management tools.
• Provides on-the-spot training to end users.
• Develops temporary solutions until permanent solutions can be implemented.
• Evaluates and recommends new products for corporate standards list.
• Participate in R&D efforts.
• Participates in the identification of vulnerabilities and mitigation strategies.
• Coordinates feedback on new software performance and testing.
• May participate in the unit testing for new deployments or new components and remediates problems.
• Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems.
• Provides technical guidance to team members.
• Works with manufacturers/vendors as needed.
• Reviews service provider performance.
• Identifies and confirms performance problems and notifies contract managers.
• Supervises and trains vendor resources.
• Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles.
• Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees.
• Seeks opportunities for coaching/mentoring for team members.
• Works with manager to establish measurable individual and team objectives that are aligned with business and organizational goals
• Works with management on performance management, career development, training, reward and recognition, and retention requirements within the team.
• Documents and presents performance assessments.
• Provides performance feedback to associates and leadership.
• Engages manager to assist with team performance issues.
• Provides technical leadership coaching and mentoring to team members.
• Meets regularly with team to gather work statuses.
• Identifies training opportunities for team members.
• Administers corrective actions when warranted.

What your background should look like
Education:

• Requires broad training in fields such Computer Science, IT Management, or MSIS generally obtained through completion of a four-year bachelor's degree program or equivalent combination of experience and education. Typically requires at least six (6) years directly related and progressively responsible experience with overall information technologies. Holds ITIL and other industry certifications

Work experience:

• Six or more years of advanced experience working with computer technology in a business environment.
• Desktop, laptop, tablet, thin client and mobile device hardware fundamentals
• Strong working knowledge of commonly used applications and programs, such as Microsoft Office Suite, Adobe, alternate browsers.
• Comprehensive computer skills; Microsoft Office Software, Windows platforms, Apple iOS, VM Ware, Active Directory, GPO and other company and application-specific software.

Skills and Knowledge:

• Knowledgeable in the building, imaging, and setup of endpoint devices.
• Customer Service oriented, and capable of comfortably working in a fast-paced team-oriented environment.
• Ability to communicate at all levels effectively both orally and in writing.
• Strong teamwork and interpersonal skills.

Salary: 3,819.51 - 5,456.44 eur gross/month
Schedule
Full time
Gross Salary Range (Monthly)