IT Endpoint Services Team Lead

Summary

The End User Services Technical Team Lead is responsible for leading a team that supports end users in a secure defense/manufacturing environment, including office, engineering, and shopfloor personnel. The role combines handson technical support with leadership and coordination, ensuring reliable operation of end user devices and services in accordance with cybersecurity, export control, and regulatory requirements.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of end user support technicians (service desk, deskside, and/or plantfloor support).
• Coordinate daily workload, assign tickets, and monitor progress to meet SLAs and KPIs.
• Provide coaching, performance feedback, and input to performance reviews.
• Serve as an escalation point for complex, highimpact, or sensitive incidents and requests.
• Help foster a safety and securityconscious culture aligned with defense and manufacturing standards.

Service Delivery & Operations

• Oversee daytoday delivery of end user services across office, engineering labs, and manufacturing/production areas.
• Ensure timely resolution of incidents and requests in line with ITIL/ITSM processes
• Manage processes for onboarding/offboarding, hardware refresh, and software deployment, including in secure and restricted areas.
• Ensure accurate and compliant asset tracking for end user devices (including serialized hardware and controlled software).
• Maintain and improve documentation, knowledge base articles, and standard operating procedures.

Technical Responsibilities

• Provide advanced troubleshooting for hardware, OS, and application issues on:
  • Windows endpoints
  • Engineering workstations and specialized manufacturing PCs/HMIs
  • Ruggedized or industrial devices used on the shop floor
• Support collaboration and productivity tools (e.g., Microsoft 365, Teams, SharePoint) in a secure environment.
• Support remote access/VPN solutions and multifactor authentication in line with security policies.
• Coordinate with infrastructure, network, cybersecurity, and application teams to resolve crossfunctional issues and implement changes.
• Contribute to endpoint standardization, image management, and software packaging/distribution, including hardened builds for secure networks.

Security, Compliance & Safety

• Ensure end user services comply with internal cybersecurity policies, defense regulations, and export control requirements (e.g., ITAR/EAR where applicable).
• Support implementation of security controls on endpoints (e.g., encryption, endpoint protection, patching, access controls).
• Assist with audits, evidence collection, and remediation activities related to end user computing.
• Promote safe working practices when supporting equipment in manufacturing and test environments (e.g., around machinery, ESDsensitive areas).

Continuous Improvement & Projects

• Identify opportunities to improve end user experience, reduce incidents, and automate routine tasks.
• Lead or participate in IT projects such as hardware refresh programs, OS upgrades, tool rollouts, and plant expansions.
• Track and report on service metrics; recommend and implement improvements to processes and tooling.
• Support change management activities, including communication, training, and floorwalk support during major changes.

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field; or equivalent experience.
• Typically 3-5+ years of experience in end user support / service desk / deskside support.
• 1-3+ years in a senior/lead role or with demonstrable leadership responsibilities.
• Experience in adefense, aerospace, or manufacturingenvironment strongly preferred.

Technical Skills

• Strong knowledge of:
  • Windows desktop OS and standard enterprise configurations
  • Microsoft 365 or similar productivity platforms
  • Endpoint management tools (e.g., Microsoft Intune, SCCM, or similar)
• Familiarity with ITSM tools (e.g.,HALO ITSM, ServiceNow, Jira Service Management).
• Understanding of networking basics (TCP/IP, DNS, VPN, WiFi) and endpoint security best practices.
• Experience supporting:
  • Engineering/CAD workstations (e.g., NX, CREO, or similar)
  • Devices in manufacturing environments (shopfloor PCs, label printers, scanners, etc.) - if applicable.

Soft Skills

• Strong customer service orientation and communication skills with both technical and nontechnical users (engineers, production staff, management).
• Ability to prioritize and manage multiple tasks in a fastpaced, productioncritical environment.
• Proven problemsolving skills, attention to detail, and sense of ownership.
• Ability to work effectively with crossfunctional teams, including security, engineering, operations, and compliance.

Additional / Regulatory

• Ability to obtain and maintain any required security clearances or background checks, as applicable.
• Eligibility to work with exportcontrolled information and systems, where required.