ASSOCIATE ARCHITECT - END User Computing

Job Description End User Support Lead (Windows & Mac Support)

Experience

610 Years

Role Summary

We are seeking an experienced End User Support Lead to manage and support end-user computing services across Windows and Mac environments. The candidate will be responsible for providing technical leadership, ensuring high-quality user support, managing escalations, maintaining endpoint compliance, and driving continual improvements in end-user experience and service delivery.

Key Responsibilities

Technical Support & Operations

• Provide L2/L3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Lead support activities for both Windows and macOS environments.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Manage user onboarding, offboarding, and asset lifecycle activities.
• Support collaboration tools including Microsoft 365, Teams, Outlook, OneDrive, and SharePoint.
• Configure and support Mac devices integrated with Windows-based enterprise environments.
• Manage software deployment, patching, and endpoint security compliance.
• Coordinate with infrastructure, network, security, and application teams for issue resolution.
  
  

Mac Support Responsibilities

• Install, configure, and troubleshoot macOS devices.
• Support Apple hardware including MacBook Pro, MacBook Air, iMac, and peripherals.
• Manage device enrollment through MDM solutions such as Jamf, Intune, or similar tools.
• Support access to corporate resources, VPNs, file shares, printers, and Microsoft 365 applications from Mac devices.
• Troubleshoot Mac performance, authentication, storage, and connectivity issues.
• Support integration of Mac systems with Active Directory / Entra ID environments.
  
  

Leadership & Service Management

• Lead a team of End User Support engineers.
• Manage ticket queues and ensure adherence to SLAs.
• Handle major incidents and executive escalations.
• Monitor service performance and implement process improvements.
• Provide mentorship, training, and technical guidance to team members.
• Maintain knowledge articles, SOPs, and technical documentation.
• Participate in governance reviews and service improvement initiatives.
  
  

Vendor & Asset Management

• Coordinate with vendors for warranty, hardware replacement, and procurement activities.
• Manage endpoint inventory, asset tracking, and audit compliance.
• Ensure software licensing compliance and optimization.
  
  

Required Skills

Technical Skills

• Strong experience supporting Windows 10/11 and macOS environments.
• Hands-on experience with:
• Microsoft 365 Administration
• Entra ID (Azure AD)
• Active Directory
• Intune and/or Jamf
• SCCM/MECM
• VPN and Remote Access Technologies
• Endpoint Security Platforms
• Printer and Peripheral Support
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi).
  

Service Management

• ITIL Foundation preferred.
• Experience in Incident, Request, Problem, and Change Management processes.
• Strong understanding of ServiceNow or similar ITSM platforms.
  
  

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft Modern Desktop Administrator certification.
• Jamf Certified Associate/Admin certification.
• Apple Device Support Certification.
  
  

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to manage executive and VIP user support.
• Strong analytical and troubleshooting abilities.
• Team leadership and mentoring capabilities.
• Customer-centric mindset with a focus on user experience.
  
  

Support Coverage: Global / Regional support operations, including VIP and executive user support.

ITIL, OS Administration