IT Endpoint Services Lead- SESAC (Nashville)

SESAC is looking for an IT Endpoint Services Lead to own and lead end-user IT support operations and endpoint management across the organization, including multiple vertical business units. This role will provide local hands-on support in Nashville, as well as enterprise-wide ownership of the endpoint and helpdesk process. This role will serve as the primary owner of desktop fleet operations, endpoint management tools, device standards, onboarding/offboarding processes, and helpdesk performance. The ideal candidate is highly technical, organized, and capable of driving standardization across a diverse environment.

What You Will Be Doing:

Helpdesk Ownership & Support Operations

• Own and manage the Helpdesk process across all verticals, including intake, triage, escalation, and resolution.
• Establish ticketing standards, workflows, escalation procedures, and support documentation.
• Define and manage service expectations and response time targets (SLA-style performance).
• Act as escalation point for complex desktop and end-user issues.
• Identify trends and recurring issues and implement permanent fixes.
• Build and maintain a knowledge base for repeatable solutions.
• Drive standardization across all verticals for device naming, deployment, documentation, and support workflows.
• Identify opportunities for automation and process improvement.
• Reduce repetitive issues through proactive fixes and structured policies.
• Provide hands-on and remote support for users in a mixed Windows 10/11 and MacOS environment.
• Support Microsoft 365 tools including Outlook, Teams, OneDrive, and SharePoint.
• Use Remote Desktop and remote support tools to resolve issues efficiently.
• Support printers, peripherals, and general office IT hardware.
• Own the IT onboarding process across all verticals and ensure new hires are ready on day one.
• Standardize onboarding kits, provisioning steps, and baseline access expectations.
• Own offboarding procedures including device recovery, secure wiping, and account disable coordination.
• Own reliability and support for Microsoft Teams Rooms and conference room technology.
• Troubleshoot cameras, microphones, speakers, displays, and connectivity issues.
• Maintain conference room standards and coordinate vendor repairs/replacements.

Endpoint / Desktop Fleet Ownership, Management, & Compliance

• Own end-to-end lifecycle management for laptops/desktops and end-user devices across all business units.
• Standardize endpoint builds, deployment methods, refresh cycles, and replacement procedures.
• Maintain and enforce both hardware standards (laptops, desktops, docks, monitors, headsets, peripherals) and software standards (packaging, approval, and baseline installs).
• Own and maintain device inventory tracking and asset accountability.
• Lead administration and daily management of Microsoft Intune and IRU.
• Manage endpoint policies related to enrollment, patching, encryption, configuration, and compliance.
• Troubleshoot enrollment failures and compliance issues.
• Ensure endpoint security best practices are maintained across all verticals.

Vendor & Purchasing Coordination

• Coordinate warranty repair/replacement with vendors.
• Assist with purchasing recommendations and maintaining inventory of equipment.

What Makes You Qualified:

• 5 years related professional experience in IT end-user support / desktop support / endpoint management.
• Strong experience supporting Windows 11 in an enterprise environment.
• Strong experience supporting MacOS in an enterprise environment.
• Experience supporting Microsoft 365 tools (Teams, Outlook, OneDrive).
• Experience managing helpdesk workflows and escalation processes.
• Strong troubleshooting skills across hardware/software/peripherals.
• Strong communication skills and ability to support users at all levels.
• Ability to work independently and take ownership of enterprise processes.
• Track record of exceptional organizational skills, attention to detail, and an ability to effectively prioritize work to meet deadlines in a fast-paced environment.
• Self-starter with strong initiative, creative problem-solving, and analytical skills, comfortable working independently as well as part of a team to achieve department goals.
• Excellent communication and customer service skills.

What Is Music To Our Ears:

• Strong Microsoft Intune administration experience.
• Experience supporting Microsoft Teams Rooms.
• Experience with asset management, inventory controls, and lifecycle planning.
• Experience working in a multi-company or multi-vertical environment.
• Familiarity with endpoint security practices (encryption, patch compliance, device baselines).

This is a hybrid role that will require you to commute to the office a minimum of three days a week.