IT Endpoint Services Lead- SESAC (Nashville)
hace 7 días
Nashville
Job Description SESAC is looking for an IT Endpoint Services Lead to own and lead end-user IT support operations and endpoint management across the organization, including multiple vertical business units. This role will provide local hands-on support in Nashville, as well as enterprise-wide ownership of the endpoint and helpdesk process. This role will serve as the primary owner of desktop fleet operations, endpoint management tools, device standards, onboarding/offboarding processes, and helpdesk performance. The ideal candidate is highly technical, organized, and capable of driving standardization across a diverse environment. What You Will Be Doing: Helpdesk Ownership & Support Operations • Own and manage the Helpdesk process across all verticals, including intake, triage, escalation, and resolution., • Establish ticketing standards, workflows, escalation procedures, and support documentation., • Define and manage service expectations and response time targets (SLA-style performance)., • Act as escalation point for complex desktop and end-user issues., • Identify trends and recurring issues and implement permanent fixes., • Build and maintain a knowledge base for repeatable solutions., • Drive standardization across all verticals for device naming, deployment, documentation, and support workflows., • Identify opportunities for automation and process improvement., • Reduce repetitive issues through proactive fixes and structured policies., • Provide hands-on and remote support for users in a mixed Windows 10/11 and MacOS environment., • Support Microsoft 365 tools including Outlook, Teams, OneDrive, and SharePoint., • Use Remote Desktop and remote support tools to resolve issues efficiently., • Support printers, peripherals, and general office IT hardware., • Own the IT onboarding process across all verticals and ensure new hires are ready on day one., • Standardize onboarding kits, provisioning steps, and baseline access expectations., • Own offboarding procedures including device recovery, secure wiping, and account disable coordination., • Own reliability and support for Microsoft Teams Rooms and conference room technology., • Troubleshoot cameras, microphones, speakers, displays, and connectivity issues., • Maintain conference room standards and coordinate vendor repairs/replacements. Endpoint / Desktop Fleet Ownership, Management, & Compliance • Own end-to-end lifecycle management for laptops/desktops and end-user devices across all business units., • Standardize endpoint builds, deployment methods, refresh cycles, and replacement procedures., • Maintain and enforce both hardware standards (laptops, desktops, docks, monitors, headsets, peripherals) and software standards (packaging, approval, and baseline installs)., • Own and maintain device inventory tracking and asset accountability., • Lead administration and daily management of Microsoft Intune and IRU., • Manage endpoint policies related to enrollment, patching, encryption, configuration, and compliance., • Troubleshoot enrollment failures and compliance issues., • Ensure endpoint security best practices are maintained across all verticals. Vendor & Purchasing Coordination • Coordinate warranty repair/replacement with vendors., • Assist with purchasing recommendations and maintaining inventory of equipment. What Makes You Qualified: • 5+ years related professional experience in IT end-user support / desktop support / endpoint management., • Strong experience supporting Windows 11 in an enterprise environment., • Strong experience supporting MacOS in an enterprise environment., • Experience supporting Microsoft 365 tools (Teams, Outlook, OneDrive)., • Experience managing helpdesk workflows and escalation processes., • Strong troubleshooting skills across hardware/software/peripherals., • Strong communication skills and ability to support users at all levels., • Ability to work independently and take ownership of enterprise processes., • Track record of exceptional organizational skills, attention to detail, and an ability to effectively prioritize work to meet deadlines in a fast-paced environment., • Self-starter with strong initiative, creative problem-solving, and analytical skills, comfortable working independently as well as part of a team to achieve department goals., • Excellent communication and customer service skills. What Is Music To Our Ears: • Strong Microsoft Intune administration experience., • Experience supporting Microsoft Teams Rooms., • Experience with asset management, inventory controls, and lifecycle planning., • Experience working in a multi-company or multi-vertical environment., • Familiarity with endpoint security practices (encryption, patch compliance, device baselines). This is a hybrid role that will require you to commute to the office a minimum of three days a week.