Endpoint Support Tech Lead

Job description

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, co...