Senior Service Desk Lead

· Maintain working knowledge of the endpoint stack: MDM platforms (Intune, Jamf), Autopilot/DEP, PowerShell and Python scripting, Entra ID/Azure AD, and the automation tooling your team ships

· Use AI-assisted development and diagnostic tools daily in your own work and help your team apply them effectively

Team Delivery & Execution

· Lead a small team (typically 3–5 engineers) delivering endpoint and workplace platform outcomes: device configuration standards, automated remediation, self-service workflows, and AI-assisted support systems

· Own execution for your team's commitments: break down work, manage scope, track progress, unblock engineers, and ship on time

· Ensure what the team ships gets adopted and reduces manual work — automation only creates value when it's running and trusted

· Coordinate with your manager and partner teams (Security, Infrastructure, Identity) on priorities, dependencies, and tradeoffs

Quality & Engineering Standards

· Set and uphold the quality bar for your team's work: secure-by-default configurations, reliable automation, clear documentation, and measurable ticket reduction

· Ensure endpoint systems are designed to prevent issues before they surface — not to respond faster once they do

· Promote AI-assisted diagnostic and remediation practices across the team, with appropriate validation before automation runs in production

· Drive operational hygiene: runbook currency, alert quality, on-call health, and post-incident follow-through

People Leadership

· Manage your direct reports: regular 1:1s, clear expectations, actionable feedback, and career development conversations

· Coach engineers through technical and professional growth — help them develop platform-thinking instincts, not just task execution skills

· Build a team culture of ownership, documentation, and continuous improvement over reactive heroics

· Participate in hiring: sourcing, interviewing, and onboarding new team members

· Identify performance issues early and address them directly and constructively

Required Qualifications

Technical Proficiency (Required)

You can do the work yourself. Strong hands-on experience with the endpoint and digital workplace stack:

· MDM platforms at production scale — Intune and/or Jamf, including policy management, compliance enforcement, and device lifecycle automation

· Windows and macOS endpoint engineering: Autopilot, DEP/ADE, OS hardening, application deployment, and configuration management

· Scripting and automation: PowerShell and/or Python, with the ability to write production-quality scripts and review your team's output with real technical depth

· Identity integration: Entra ID (Azure AD), Conditional Access, device compliance, and identity-adjacent automation

· AI-assisted diagnostics and self-service tooling — experience building or operating systems that reduce ticket volume through automation rather than faster human response

Additional technical expectations:

· Ability to review automation code and endpoint configurations with real depth, not just process compliance

· Comfortable debugging endpoint issues alongside or ahead of your team, including policy conflicts, identity failures, and automation edge cases

· Active daily user of AI-assisted tools; understands their strengths and limitations in endpoint and workplace contexts

Leadership & Delivery

· Experience leading small teams or acting as a technical lead with delivery accountability — formal title matters less than demonstrated impact

· Track record of shipping endpoint or automation work predictably: planning, execution, iteration, and documentation

· Demonstrated ability to develop other engineers through coaching, feedback, and direct engagement with their work

· Comfort making technical decisions and owning the outcomes, including the operational consequences

Security & Compliance Awareness

· Clear understanding of how endpoint configuration and automation intersect with security posture

· Experience partnering with security teams on secure-by-default device standards, policy enforcement, and compliance evidence

· Awareness of how identity and endpoint controls work together in a zero-trust or conditional access model

AI-Native Development (Required)

· Practical experience using AI-assisted tools to accelerate endpoint engineering, diagnostic workflows, or automation development

· Sound judgment to validate AI-generated scripts and automation before running in production

· Ability to design lightweight AI-assisted diagnostic or remediation workflows that reduce manual intervention

Professional Skills

· Clear written and verbal communication — can drive alignment with Security, Infrastructure, and business stakeholders without relying on positional authority

· Strong ownership and follow-through in ambiguous, fast-moving environments

· Willingness to do the unglamorous work: writing runbooks, fixing flaky automation, handling escalations, and unblocking teammates

Preferred Qualifications

· Previous experience as a first-stage manager or formal tech lead with direct reports

· Experience building self-service endpoint workflows with demonstrated adoption and ticket reduction metrics

· Familiarity with ITSM platforms (ServiceNow, Jira Service Management) and how endpoint automation integrates with service management

· Experience with compliance frameworks (SOC 2, ISO 27001) and how endpoint posture contributes to audit evidence

· Background in PAM, application control, or endpoint detection tools