Senior Technical Lead

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

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

Qualifications

Graduation

Range Of Year Experience-Min Year

7

Range Of Year Experience-Max Year

10