Sr Technical Lead

Job Description - Endpoint Solutions Lead / Architect (EUC Tower Lead)

Role Overview
The Endpoint Solutions Lead is responsible for end-to-end ownership of the Endpoint (EUC) tower, covering:
Windows Endpoint (SCCM / Intune)
Apple Endpoint (JAMF / macOS / iOS)
VDI (Citrix / AWS WorkSpaces / AppStream)
Print Services (Enterprise Print Infrastructure)

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
10-15+ 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.