Senior 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