Lead Endpoint Support Engineer

Title: Lead Endpoint Support Engineer Location: Irving, TX(Hybrid) Duration: Full Time

Key Responsibilities

• Own the strategy, engineering, and lifecycle management of desktops, laptops, and mobile endpoints for corporate and branch users.
• Lead configuration, deployment, and management of endpoints using Microsoft Intune, including device enrollment, compliance policies, and application deployment.
• Manage endpoint security posture using Microsoft Defender, including threat detection, response, and remediation across the device fleet.
• Evaluate, implement, and manage Desktop-as-a-Service (DaaS) and virtual desktop solutions to support flexible and remote work needs.
• Drive standardization of device imaging, patching, and configuration management to improve consistency and reduce support overhead.
• Lead the endpoint support function, ensuring timely and effective resolution of desktop, laptop, and peripheral issues for corporate headquarters and branch locations.
• Establish and monitor support SLAs, ticket queues, and escalation paths to drive consistent service delivery across the organization.
• Drive root cause analysis and continuous improvement for recurring endpoint issues to reduce downtime and support volume.
• Partner with security and infrastructure teams to ensure endpoints are compliant, patched, and aligned with security policy.
• Manage relationships, contracts, and performance of hardware, software, and DaaS vendors supporting the endpoint environment.
• Own the endpoint procurement, refresh, and asset lifecycle management process, including budgeting and forecasting for hardware needs.
• Negotiate vendor agreements and service levels to optimize cost, quality, and support responsiveness.
• Evaluate new endpoint tools, hardware, and services, and lead vendor selection and onboarding processes.

Leadership & Stakeholder Engagement

Build, mentor, and lead a team of endpoint engineers and support technicians across corporate and branch locations. Partner with IT leadership, security, and business stakeholders to align endpoint strategy with business priorities and user needs. Communicate effectively with stakeholders on endpoint health, security posture, project status, and support performance.

Develop and maintain documentation, standards, and training materials for endpoint support processes.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience.
• Microsoft certifications (e.g., Modern Desktop Administrator, Endpoint Administrator Associate) strongly preferred.
• Security certifications (e.g., Security+) a plus.
• 6+ years of experience in endpoint engineering, desktop support, or end user computing, including 2+ years in a lead or supervisory role.
• Hands-on experience managing endpoints with Microsoft Intune, including device compliance, configuration profiles, and application deployment.
• Experience with Microsoft Defender for endpoint security, threat detection, and response.
• Experience evaluating and supporting Desktop-as-a-Service (DaaS) or virtual desktop infrastructure (VDI) solutions.
• Proven experience supporting a distributed environment with corporate offices and multiple branch or retail locations.
• Demonstrated experience managing vendors, contracts, and hardware/software procurement.
• Experience with Windows OS deployment, imaging, and patch management tools.
• Strong leadership, coaching, and team management skills.
• Excellent troubleshooting and problem-solving skills across hardware, software, and network-related endpoint issues.
• Strong vendor management and negotiation skills.
• Excellent communication skills, with the ability to support both technical and non-technical stakeholders.
• Ability to manage competing priorities across corporate and branch locations in a fast-paced environment.
• Customer-service oriented mindset with a focus on end user experience.