Endpoint Solutions Manager

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 OwnershipOwn overall delivery of Endpoint services:Device management (Windows & Apple)VDI platforms (Citrix / AWS)Print infrastructureEnsure services meet:SLA / KPI targetsSecurity and compliance standardsDrive service stability and continuous improvement
Technical Leadership (Hands-On)Act as technical authority (L3/L4 escalation) across all endpoint technologiesProvide guidance on:SCCM / Intune architecture and co-management strategyJAMF and Apple ecosystem designCitrix / AWS VDI optimizationPrint infrastructure standardizationReview and approve:Complex changesArchitecture decisionsMajor deployments
Client & Stakeholder ManagementAct as primary technical interface for client stakeholdersLead:Service reviews (weekly/monthly)Technical discussions and escalationsTranslate technical issues into business impact languageBuild client confidence through proactive insights and roadmap
Escalation & Major Incident ManagementOwn critical escalations (P1/P2 incidents) across Endpoint towerLead technical bridge calls during outagesEnsure:Quick triage and resolutionClear communication to stakeholdersDrive RCA and preventive actions
Service Improvement & TransformationDrive initiatives such as:Intune-first / modern endpoint transformationApple zero-touch deployment (ABM + JAMF)VDI optimization and cloud adoption (AWS)Print standardization and reduction of legacy issuesReduce:Ticket volumeRepeat incidentsManual effort
Automation & StandardizationPromote automation using:PowerShell / scriptingEndpoint management toolsStandardize:Application packagingPatch management processesPolicy configurationsDrive engineering mindset vs support mindset
Team Leadership & Capability BuildingLead L1, L2, and L3 teams across Endpoint towerMentor and upskill team membersConduct:Technical reviewsPerformance evaluationsImprove technical depth and ownership mindset in team
Governance, Compliance & ReportingDefine and track KPIs:Patch complianceEndpoint healthVDI performanceTicket trendsEnsure audit readiness and compliance adherenceProvide 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 managementCitrix VDI (CVAD / DaaS) + exposure to AWS VDIActive Directory, GPO, endpoint securityGood understanding of:Networking fundamentalsIdentity & access (Azure AD / Entra ID)
Architecture & StrategyAbility to design:Endpoint management architectureVDI solutions (on-prem + cloud)Strong understanding of:Modern endpoint trends (Intune-first, zero-touch)Hybrid environments
Automation & ToolsStrong scripting:PowerShell (mandatory)Exposure to:APIs / automation frameworks (preferred)
Process & GovernanceStrong ITIL knowledge:Incident, Problem, Change, Service ImprovementExperience in:CABRCASLA 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 setupsOwnership mindset (not reactive, but proactive)
Experience & Education12–15+ years of experience in Endpoint / EUC / Infrastructure5+ years in leadership / architect roleBachelor’s degree in IT or related fieldCertifications (strong advantage):Microsoft (MD-102 / AZ-104)JAMF certificationsCitrix certificationsAWS (Solutions Architect – Associate)
Key Performance Indicators (KPIs)Overall Endpoint SLA adherencePatch compliance (>95–98%)Reduction in repeat incidentsVDI performance (login time, session stability)Endpoint compliance & security postureCSAT improvementAutomation adoption
What Good Looks Like in This RoleEndpoint environment is stable, predictable, and scalableStrong reduction in:Ticket volumeEscalationsClear roadmap toward:Modern endpoint (Intune-first)Apple automation (zero-touch)Cloud VDI adoptionHigh client confidence and minimal escalations