Endpoint Support Tech Lead

• Serve as the primary escalation point for complex endpoint and service desk issues, ensuring timely and effective resolution.
• Coordinate daily work assignments and monitor ticket queues to ensure SLA compliance and balanced workload distribution.
• Mentor and train Endpoint Support Technicians I and II, providing guidance on troubleshooting, best practices, and professional development.
• Lead endpoint-related projects, including technology moves, refresh cycles, and implementation of new tools or procedures.
• Collaborate with IT leadership and other teams to resolve cross-functional issues and support organizational initiatives.
• Review and improve endpoint support documentation, processes, and asset records.
• Support advanced imaging, patching, compliance, and specialized device management tasks.
• Participate in the evaluation and selection of endpoint technologies and tools.
• Provide input on team performance and assist with onboarding and cross-training of new staff.
• Maintain a high standard of customer service and operational reliability.

• High school diploma or equivalent required.
• Must be able to communicate effectively in English, both verbally and in writing.
• College preferred.
• Must obtain at least one advanced, approved industry certification (approved by leadership), such as:
• CompTIA A+ or Network+
• Microsoft Endpoint Manager
• ITIL Foundation
• Apple Certified Support Professional (ACSP)
• Other certifications approved by department 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., * 4+ years of experience in PC or endpoint support, with demonstrated expertise in resolving complex technical issues.
• Advanced knowledge of Windows, macOS, mobile platforms, and endpoint security.
• Experience coordinating team operations and leading projects.
• Strong mentoring, communication, and customer service skills.
• Proven ability to drive process improvement and maintain high service quality.
• Positive performance evaluations and peer/customer feedback.

Eligibility and Selection

• Must complete manager-led cross-training on advanced endpoint support and leadership tasks.
• Must hold at least one approved advanced industry certification (see above).
• Must demonstrate consistent, independent resolution of complex endpoint issues and leadership in team initiatives.
• Promotion is subject to available positions and competitive selection based on performance, initiative, and contributions to team and organizational projects, as determined by department leadership.