Tech Lead, End-User Support & Technology

As a Technical Lead, End-User Support, you will serve as the key technical expert for Bloomberg Industry Group’s Service Desk and Deskside Support teams, acting as the primary escalation point for advanced technical issues and providing hands-on expertise to deliver outstanding end-user support. You will collaborate closely with Platform Engineering and other technical teams to enhance workflows, drive efficiencies, and continuously improve our colleagues’ experience across the end user technology resource stack.

What you will Do:

• Advanced Technical Support: Resolve complex technical issues escalated from Service Desk and Deskside teams involving Windows 10/11 and macOS environments.
• Hardware and Device Management: Lead troubleshooting and diagnostics for laptops, desktops, and peripherals; manage vendor coordination for hardware repairs.
• Documentation and Knowledge Base: Create, update, and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Continuous Improvement: Analyze support trends, perform root cause analyses, and recommend process improvements and automation opportunities.
• Mentorship: Provide informal coaching and technical guidance to other team members, promoting best practices without direct supervisory responsibility.
• Project Collaboration: Participate actively in cross-functional technical projects, including software rollouts, OS upgrades, endpoint security enhancements, and deployment automation.
• Application Packaging and Deployment: Create software packages and manage distribution through platforms such as Intune and JAMF
• Inventory Management: Assist in device lifecycle processes, including imaging, deployment, inventory tracking, and decommissioning.
• Incident Response: Support major incident management and participate in an on-call rotation as necessary.

You need to have:

• Minimum 5 years of technical support experience in enterprise end-user computing.
• Bachelor’s degree in Information Technology or related discipline, or equivalent practical experience.
• Expert-level proficiency in troubleshooting, configuring, and managing Windows 10/11 and macOS.
• Experience with Active Directory/Entra, and Endpoint Management tools such as JAMF, Ivanti and ManageEngine.
• Proficiency in scripting (PowerShell, Bash, Python) to automate tasks and streamline operations.
• Experience with collaboration tools and identity management systems (Office 365, Slack, Zoom, Okta).
• Familiarity with modern endpoint provisioning methods (Autopilot, Apple DEP).
• Strong commitment to a customer-centric approach with excellent communication and interpersonal skills.
• Proven experience serving as a senior technical escalation resource.
• Knowledge of ITIL methodologies and experience with service management tools (ServiceNow, Jira Service Management).
• Ability to physically handle equipment (~40 lbs.) and work occasional off-hours or weekend shifts.

We’d Love to See:

• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Apple ACSP, ITIL v4 Foundation, or similar relevant certifications.
• Experience supervising Service Desk and Deskside Support teams

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).