ESSENTIAL JOB FUNCTIONS

Manage the daily activities of the Endpoint Support Team, which consists of 12 geographically disbursed employees, ensuring procedures and processes are followed consistently. Monitor, report, and take action to ensure the team is meeting the expected SLAs and KPIs within the IT ticketing system. Set procedures and processes in line with standards within the Endpoint environment.  Quality checking and auditing of work carried out by the Endpoint Support team. Propose, document, and implement changes to policies or procedures in line with technological advancements.  Act as a primary point of contact for escalation for Endpoint Support issues during major system outages, supplier issues, and customer conflict resolution.   Monitor and identify any trends or irregular activities on jobs logged with local IT teams that could relate to potential IT issues and escalate to the Director of IT Services & Operations as necessary. Make recommendations regarding new technologies, tools, and techniques that would provide value and benefit to the Enterprise.  Participate in Change Management calls.  Drive automation by utilizing scripts and tools to automate procedural tasks, including SCCM. Establish Endpoint Support administration strategy via Microsoft InTune and AutoPilot to drive automation and self-service capabilities across the organization. Provide direct technical support to customers for PCs, printers, scan guns, and mobile devices on request.