Technical Lead, End User Services

We are seeking a strategic and technically proficient Technical Lead - End User Services (UEM) to oversee endpoint management and collaboration tools across our global enterprise. This individual will lead three direct reports and manage key technologies, partnerships, and standards that support over 15,000 devices worldwide. The role requires strong cross-functional collaboration, mature MSP oversight, and the ability to thrive in a complex, evolving environment, particularly one shaped by M&A integration. This is a REMOTE position.

This position owns global governance and execution for: Windows, MacOS, and mobile device management (Intune, Autopilot, SOTI) Collaboration platforms (Teams, OneDrive, Microsoft 365, SharePoint, Entra) Strategic initiatives including automation, desktop engineering, SharePoint governance. Automation and End User Experience improvements through Nexthink (NQL and PowerShell)

UEM & Device Management

• Oversight of global standards for endpoint provisioning and lifecycle management

• Lead efforts to consolidate tools and policies across legacy and acquired environments

• Nexthink mastery with expertise in device monitoring and automation implementation.

Collaboration Tool Governance

• Own the collaboration platform roadmap and related policy enforcement

• Partner with Legal, Product, and IT stakeholders to evaluate, consolidate, and evolve toolsets

MSP & Vendor Oversight

• Manage MSP and other external vendors, including delivery accountability

• Define and monitor performance metrics, SLAs, and KPIs for continuous improvement

Patch & Vulnerability Management

• Oversee patching and vulnerability remediation processes across diverse environments

• Drive standardization efforts across tools like Intune, Qualys, and SCCM (de-prioritized)

Project Delivery & Strategic Planning

• Lead execution for high-impact projects including device management consolidation and license optimization

• Support compatibility testing and endpoint readiness for WMS conversions and other enterprise initiatives

• Contribute to a 3-5 year strategy for End User Services evolution

Team Leadership

• Mentor and support three global team members (US East Coast and UK)

• Foster a high-performance, collaborative culture across time zones and functions

• Assist in architecting solutions and directing team members on learnings

• 7+ years in technical roles focused on endpoint management and enterprise IT

• Proven experience managing MSPs and external vendors

• Deep familiarity with endpoint management tools (Intune, Autopilot, SOTI, Nexthink)

• Expertise in Nexthink for DEX experience

• Strong understanding of collaboration tools (Office 365, Teams, Slack, Box)

• Advanced experience scripting, software packaging, and process automation (e.g., UiPath, ServiceNow)

• Background in patch management, desktop engineering, and security best practices

• Exposure to M&A integration and cross-platform standardization efforts

Preferred Attributes

• Ability to define and track performance metrics tied to service delivery and team progress

• Skilled in navigating complex org structures and building alignment across global teams

• Working knowledge of Microsoft infrastructure environments, with ability to interface effectively across networking, data center, and product teams

• Strategic mindset with a bias for execution and a focus on continuous improvement

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.