Job Description
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
- 1015+ 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 (>9598%)
- 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
Qualifications
Graduation
Range Of Year Experience-Min Year
10
Range Of Year Experience-Max Year
15
