Endpoint Support Tech Lead

• Serve as the primary escalation point for complex endpoint and service desk issues, ensuring timely, effective, and well-documented resolution. 

• Coordinate daily endpoint support activities by assisting with ticket prioritization, workload balancing, and equitable assignment distribution in alignment with established priorities and SLAs. 

• Assist management in monitoring ticket queues, SLA performance, and workload trends by identifying risks, recurring issues, and improvement opportunities. 

• Mentor and train Endpoint Support Technicians by providing guidance on advanced troubleshooting techniques, best practices, ticket review, and real-time technical support. 

• Act as the technical lead for endpoint-related projects, including deployments, refresh cycles, migrations, and process improvements, coordinating execution under the direction of management or project leadership. 

• Collaborate with other IT teams and vendors to resolve cross-functional technical issues and support broader organizational initiatives. 

• Promote adherence to established endpoint standards and procedures, and assist in improving documentation, workflows, and asset record accuracy. 

• Support advanced imaging, patching, compliance, security, and specialized device management tasks. 

• Participate in the evaluation, testing, and selection of endpoint technologies, tools, and solutions. 

• Provide input to management on team performance, operational challenges, and training needs. 

• Assist with onboarding and cross-training of new endpoint support staff. 

• Maintain a high standard of customer service, professionalism, and operational reliability while remaining hands-on with high-priority and complex technical issues. 

Educational Requirements 

• High school diploma or equivalent required. 

• Must be able to communicate effectively in English, both verbally and in writing. 

• College coursework preferred. 

• Relevant industry certifications or approved internal training are required as part of ongoing professional development. These may include industry certifications (e.g., CompTIA A+, Network+, Microsoft Endpoint Manager, ITIL Foundation, Apple Certified Support Professional) or equivalent internal training programs aligned to the role and approved by leadership. 

Physical Requirements 

• Ability to lift and move equipment up to 50 lbs. 

• Frequent standing, walking, and bending during equipment installation and troubleshooting. 

• Ability to work in various environments, including office and clinical settings. 

Skills and Qualifications 

• 4+ years of experience in PC or endpoint support. 

• Advanced knowledge of Windows, macOS, mobile platforms, and endpoint security. 

• Demonstrated ability to independently resolve complex, high-impact technical issues. 

• Experience coordinating operational work, mentoring peers, and supporting project execution. 

• Strong communication, mentoring, and customer service skills. 

• Proven ability to contribute to process improvement, service quality, and operational consistency. 

• Positive performance evaluations and strong peer and customer feedback.