Endpoint and Technology Services Manager

Baylor School has created a new leadership role for a technically grounded IT professional who wants to do more than manage tickets — someone ready to own endpoint management, lead a capable support team, and genuinely shape the technology experience for over one thousand students on one of the nation’s most impressive campuses. If that's you, we'd love to hear from you.

Full details and to apply: https://go.gbr.fyi/TechCareerETSM

Position Summary

Reporting directly to the Chief Information Officer, the Endpoint and Technology Services Manager is a highly collaborative position that leads a team of two full-time Tier 1 and Tier 2 technicians to ensure all the school’s constituents experience cohesive, positive, and consistent support. The Manager will use prior experience in Service Desk roles to mature the Baylor Technology service management program; reduce problem resolution times; coordinate change management processes and clear, timely communication; and take a proactive approach to issue prevention.

This position is also the technical owner of the school’s Service Management platform and is responsible for its configuration, customization, and continuous improvement.

Importantly, the Manager is the school’s primary expert on endpoint configuration through Microsoft Intune. Assessment, development, and management of configuration policies – as well as immediate configuration changes when required – will ensure quick resolution of any issues that might be experienced related to computer configurations for employee computers, labs, classrooms, and conference/meeting rooms.

How to Apply

As with all openings, Baylor seeks candidates eager to enrich a diverse and inclusive community and support a multi-faceted educational program designed to address the needs of the “whole person.” For that reason, successful candidates display clear cultural competence, promise to make some significant contribution to the school community beyond their office or classroom, and exemplify the virtues that Baylor hopes to instill in its students.

To apply, complete the application form online (https://go.gbr.fyi/TechCareerETSM).

Questions? Email Dr. Dave Robinson, Chief Information Officer, at TechPositions@BaylorSchool.org.

Applications received prior to November 1, 2026 will be guaranteed priority review.

Essential Responsibilities

Service Desk Management 

• Lead the daily operation and continuous improvement of the Technology Team service desk by managing the full ticket lifecycle, monitoring service performance, and addressing recurring issues. Maintain clear support documentation and ensure timely, audience-appropriate communication about incidents, planned changes, and resolutions. 

Technology Services Team Leadership 

• Lead, coach, and develop Tier 1 and Tier 2 technicians while balancing workloads, coordinating service desk coverage, and maintaining consistent support, documentation, escalation, and customer-service standards. Conduct regular team check-ins and support established employee-development processes to strengthen technical knowledge and service capabilities. 

Hardware Asset Management 

• Establish and maintain a sustainable lifecycle management program for Baylor-owned hardware. Maximize asset utilization and return on investment while developing responsible plans to recycle or sell obsolete equipment. 

Software Asset Management 

• Develop and maintain accurate software inventories, supported by consistent processes for requesting, reviewing, auditing, and tracking software. Record relevant licensing, approval, cybersecurity review, and maintenance or support contract information so the data can support endpoint management, cybersecurity, configuration, and related systems. 

Operational Support and Escalation  

• Maintain accurate, auditable hardware and software asset records and inventories, communicate asset-management practices, and configure, customize, and support the Baylor service management platform. Provide hands-on Tier 1 and Tier 2 coverage, serve as an escalation point for complex issues, and coordinate additional Baylor Technology resources when specialized expertise is required. 

Endpoint Configuration 

• Design, standardize, and manage enterprise endpoint configurations through Intune and Entra ID, including dynamic device groups, configuration profiles, security baselines, compliance policies, application deployment, updates, enrollment, provisioning, and automated remediation. Use pilot deployments, validation, rollback planning, documentation, exception management, cybersecurity coordination, and endpoint-health monitoring to ensure reliable and secure changes. 

Shared Responsibilities 

As part of the collaborative Baylor School Technology Team, the Endpoint and Technology Services Manager will be involved in the following activities: 

• Basic troubleshooting 
• Generating documentation, processes, and procedures 
• Change management input 
• User advocacy 
• IT consultation, requirements gathering, and business analysis 

A full, detailed job description is available upon request. 

Qualifications/Requirements

Education and Training 

·        College diploma, college/university degree, or 5 years of directly relevant technical experience and training 

·        Minimum of 3 years experience in a service management leadership, or closely related, role 

Demonstrated Experience and Technical Skills at the Enterprise Level 

·        Understanding of how configuration impacts overall user experience and service delivery 

·        Hands-on experience with Microsoft Intune policies (for Windows devices) 

·        M365 Admin tools 

·        Experience with service management platforms such as ServiceNow, Alloy, or equivalent 

·        Strong familiarity and technical competence with asset management software and/or inventory-tracking systems

·        Strong understanding of endpoint configuration and device management 

Essential Qualities 

·        Collaborative decision-making 

·        Transparent communication 

·        Equitable, inclusive, and impartial approach to decision-making 

Preferred Qualifications 

·        Minimum of 5 years experience in service management, endpoint configuration and management, or similar role 

·        Professional certifications 

·      Certified Software Management Professional and/or Certified Hardware Asset Management Professional through IBSMA, SIIA, IAITAM, or BSA

·        IT service management or ITIL certification

·        Microsoft endpoint administration certification

·        Microsoft 365 or Intune certification

·        Relevant service management platform certification

·        Demonstrated technical experience managing and configuring Alloy Navigator 

·        Hands-on experience with Microsoft Intune policies (for Apple devices) 

·        Experience building or improving service management processes, workflows, and ticketing systems 

·        Experience providing day-to-day leadership, technical direction, coaching, or supervision to technical support personnel 

·        Experience in educational environments, especially grades 6-12 or Higher Education 

·        Experience in private or independent schools, colleges, or universities 

·        Candidates must complete a Baylor Pre-employment Background Check prior to employment

Job Title: Endpoint and Technology Services Manager

Department: Technology

Position Type: 12 Month Staff, Full-time benefits eligible

Status: Exempt

Location: Chattanooga, Tennessee 

Reports to: Chief Information Officer

Direct Reports: 2

Collaborates with: Faculty, Staff, Coaches, Students and Families

Full details and to apply: https://go.gbr.fyi/TechCareerETSM

Baylor School is an Equal Opportunity Employer. It does not discriminate on any prohibited basis such as race, color, religion, sex, national origin, age, disability, status as of veteran, or any other protected class.