Lead Endpoint Support Engineer

Title: Lead Endpoint Support Engineer

Location: Irving, TX(Hybrid)

Duration: Full Time

Key Responsibilities

• Own the strategy, engineering, and lifecycle management of desktops, laptops, and mobile endpoints for corporate and branch users.
• Lead configuration, deployment, and management of endpoints using Microsoft Intune, including device enrollment, compliance policies, and application deployment.
• Manage endpoint security posture using Microsoft Defender, including threat detection, response, and remediation across the device fleet.
• Evaluate, implement, and manage Desktop-as-a-Service (DaaS) and virtual desktop solutions to support flexible and remote work needs.
• Drive standardization of device imaging, patching, and configuration management to improve consistency and reduce support overhead.
• Lead the endpoint support function, ensuring timely and effective resolution of desktop, laptop, and peripheral issues for corporate headquarters and branch locations.
• Establish and monitor support SLAs, ticket queues, and escalation paths to drive consistent service delivery across the organization.
• Drive root cause analysis and continuous improvement for recurring endpoint issues to reduce downtime and support volume.
• Partner with security and infrastructure teams to ensure endpoints are compliant, patched, and aligned with security policy.
• Manage relationships, contracts, and performance of hardware, software, and DaaS vendors supporting the endpoint environment.
• Own the endpoint procurement, refresh, and asset lifecycle management process, including budgeting and forecasting for hardware needs.
• Negotiate vendor agreements and service levels to optimize cost, quality, and support responsiveness.
• Evaluate new endpoint tools, hardware, and services, and lead vendor selection and onboarding processes.
• Leadership & Stakeholder Engagement
• Build, mentor, and lead a team of endpoint engineers and support technicians across corporate and branch locations.
• Partner with IT leadership, security, and business stakeholders to align endpoint strategy with business priorities and user needs.
• Communicate effectively with stakeholders on endpoint health, security posture, project status, and support performance.
• Develop and maintain documentation, standards, and training materials for endpoint support processes.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience.
• Microsoft certifications (e.g., Modern Desktop Administrator, Endpoint Administrator Associate) strongly preferred.
• Security certifications (e.g., Security ) a plus.
• 6 years of experience in endpoint engineering, desktop support, or end user computing, including 2 years in a lead or supervisory role.
• Hands-on experience managing endpoints with Microsoft Intune, including device compliance, configuration profiles, and application deployment.
• Experience with Microsoft Defender for endpoint security, threat detection, and response.
• Experience evaluating and supporting Desktop-as-a-Service (DaaS) or virtual desktop infrastructure (VDI) solutions.
• Proven experience supporting a distributed environment with corporate offices and multiple branch or retail locations.
• Demonstrated experience managing vendors, contracts, and hardware/software procurement.
• Experience with Windows OS deployment, imaging, and patch management tools.
• Strong leadership, coaching, and team management skills.
• Excellent troubleshooting and problem-solving skills across hardware, software, and network-related endpoint issues.
• Strong vendor management and negotiation skills.
• Excellent communication skills, with the ability to support both technical and non-technical stakeholders.
• Ability to manage competing priorities across corporate and branch locations in a fast-paced environment.
• Customer-service oriented mindset with a focus on end user experience.