Sr. Manager of IT Support & Endpoint Operations

Sr. Manager of IT Support & Endpoint Operations

Our client is seeking a strategic and hands-on Sr. Manager of IT Support & Endpoint Operations to lead a modern, cloud-first IT operations function in a fast-growing organization. This role is key to ensuring seamless delivery of end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations.

As a leader in our hybrid-cloud workplace, you will drive operational excellence across the service desk, device provisioning, and lifecycle management, while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions. You will own ITSM platform effectiveness, champion modern endpoint management, and lead a high-performing support team that keeps pace with our evolving business needs.

Technical Proficiency

• Strong knowledge of Microsoft 365 administration at the user and device level (e.g., Intune, Autopilot, Outlook, Teams, OneDrive, SharePoint) and working familiarity with hybrid-domain governance in coordination with Active Directory and Azure engineering teams.
• Demonstrated ability with PC image management, application deployment, and inventory strategies for Windows 11 environments.
• Proficiency in PowerShell for task automation and endpoint configuration.
• Experience with enterprise endpoint management tools such as Microsoft Intune, SCCM, or Ninja RMM. Examples of deploying Intune device configuration and device policies desired.
• Familiarity with Active Directory Group Policy, Entra ID, Conditional Access, Access Reviews, and basic identity governance concepts.
• Advanced experience with campus networking operations, telecom, and Internet circuit management: Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN and 802.11 Wi-Fi and VPN configurations. Hands-on experience with Fortinet and Cisco network infrastructure desired.
• Working knowledge of cloud-native Identity and Access Management (IAM) software (Okta, OAuth), including MFA and Biometric or USB hardware authentication devices to enhance security.
• Experience deploying and troubleshooting Endpoint Security solutions like Microsoft Defender, Sentinel One, Sophos, or CrowdStrike.
• Experience supporting an endpoint environment with a zero-trust SASE platform or cloud-native secure web gateway, such as Zscaler ZIA, Palo Alto Prisma Access, or Netskope One.
• Understanding of Azure Virtual Desktop, Citrix, or VMWare Horizon as it relates to remote application deployment and support.
• Experience with workforce management software, time clock appliance (hardware), learning management, document sharing and permissions via SharePoint and OneDrive for Business.
• Patch management, vulnerability remediation workflows, and asset lifecycle processes.

ITSM & Governance

• Strong understanding and hands-on experience with IT Service Management (ITSM) frameworks, including ownership of the ITSM platform (e.g., JIRA Service Management, ZenDesk, etc.).
• Proven success implementing and managing ITIL processes such as Incident, Change, Request, and Asset Management.
• Experience overseeing Configuration Management Database (CMDB) accuracy and integration with IT operations.
• Ability to maintain service level agreements (SLAs), key performance indicators (KPIs), and continual service improvement (CSI) metrics.
• Experience with IT Security and and organization compliance, such as HIPAA and PCI standards.

Leadership & Communication

• Skilled in managing vendor relationships, contracts, and service level expectations.
• Proven ability to build collaborative partnerships with cross-functional teams including cloud infrastructure, cybersecurity, and application support.
• Exceptional organizational and communication skills with a focus on delivering high-quality service to end users.
• Demonstrated ability to coach, develop, and retain high-performing IT support staff.

Responsibilities

• Team Leadership: Lead, mentor, and develop team members & team dynamics, fostering a collaborative and high-performance culture. Provide guidance, training, and performance evaluations to team members. Ensure appropriate staffing levels and skillsets to meet operational demands.
• Customer relationship management: Serve as the primary point of escalation for customers, and are responsible for understanding their needs, preferences, and challenges.
• Project Management: responsible for seeing projects through and communicating with their entire team.
• Service Desk: Lead and manage the local service desk to provide exceptional technical support and customer care. Ensure timely resolution of incidents and service requests and continuously improve service desk processes.
• Identity and Access Management: Oversee identity and access management processes, ensuring secure and efficient provisioning, deprovisioning, and access control for employees, contractors, and partners. Collaborate with cybersecurity teams to enforce access policies and maintain data integrity.
• IT Asset Management: Manage the procurement, lifecycle, and disposal of IT assets. Ensure accurate asset tracking, compliance with procurement policies, and cost-effective asset management. Align IT end-user computing infrastructure standards and asset lifecycle services with current and future business needs. Own Hardware and Software licenses compliance and provisioning processes are managed and cost optimized.
• IT Service Management (ITIL): Lead the design, implementation, and continuous improvement of ITIL processes, including incident management, problem management, change management, configuration management, and release management. Oversee ITSM platform management (JSM) and ensure the effective use of the Configuration Management Database (CMDB) to maintain accurate and up-to-date information about the IT environment. Ensure adherence to ITIL best practices to achieve operational excellence.
• End User Device Imaging & Deployment - Oversee server room operations, network closets, conference rooms, A/V equipment, printers, timeclocks, & end-user PC image engineering. Ensure compatibility, security, and performance of end-user devices. Own the PC deployment and configuration process.
• User Onboarding & Offboarding: Own and manage processes & technology provisioning of end users, including access management and device assignments.
• Vendor Management: Oversee vendor relationships, ensuring high-quality service delivery and support. Evaluate vendor performance and address any issues or concerns promptly. Manage IT contracts and renewals, ensuring compliance with terms and conditions. Negotiate with vendors to secure favorable terms and maintain strong vendor relationships.
• Service Delivery Components: Develop and maintain business relationship and alignment decks/content to ensure IT services are aligned with business objectives. Create and present regular reports on service delivery performance, including metrics and KPIs, to stakeholders. Identify areas for improvement and implement initiatives to enhance service delivery and customer satisfaction.
• Other duties as assigned

Education & Experience

• Bachelor’s degree in information technology, computer science, or a related field
• 5+ years of experience in IT operations or service delivery management, with a proven track record of managing service desk operations, end-user computing, and identity & access management.
• 5+ years of hands-on experience with Microsoft systems engineering, particularly in endpoint management and M365 support.
• 3+ years of direct people management experience, leading cross-functional IT support teams in mid to large healthcare centric organizations
• Experience supporting IT operations in a healthcare or regulated environment, with working knowledge of HIPAA compliance requirements and the protection of PII.
• Demonstrated ability to coordinate with compliance, legal, and cybersecurity stakeholders to ensure operational practices align with regulatory obligations and audit readiness.

Certifications

• ITIL Foundation v4 certification preferred.
• Azure Foundations; Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent highly preferred.
• PMP or formal project management training is a strong plus.