Director of Endpoint Technology

At the MBTA, we envision a thriving region enabled by a best‑in‑class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

The Director of Endpoint Technology is responsible for leading the MBTA Information Technology (IT) Endpoint Services operation, ensuring the delivery of high-quality, reliable, secure, and customer-focused IT support services to all MBTA employees and locations. This role oversees endpoint management strategy, computing engineering standards support operations, personnel management, service delivery, documentation and continuous process improvements across the organization. This role will manage staff, projects, operational performance, endpoint lifecycle management, and service delivery processes while ensuring alignment with organizational goals, cybersecurity requirements, compliance standards, and IT best practices.

The ideal candidate combines strong technical, leadership and operational management expertise and a proven track record for exceptional client service and support. The position requires working five (5) days a week, Monday‑Friday in the MBTA IT office and requires at times working at various MBTA locations in the field to support the rollout and ongoing support of endpoints and applications.

• Strategize endpoint lifecycle management, staffing resource allocation, and cross train the team on IT computing, endpoint applications support and audio/visual (A/V) technical support,
• Lead, supervise, mentor and develop endpoint staff while fostering a collaborative, customer-service-oriented team environment.
• Manage and direct daily endpoint support operations and establish service levels and ensure goals are achieved.
• Utilize innovative problem-solving skills.
• Oversee enterprise endpoint support services for computers, mobile devices (phones and tablets), printers, peripherals and audio/visual (A/V) equipment.
• Manage ticket queues, ensure timely resolution of incidents, service requests, escalations, and outages.
• Create, establish and manage endpoint lifecycle processes including equipment selection, procurement, receiving, deployment, asset management, upgrades, maintenance, refresh programs and decommissioning.
• Create strategy, develop and improve operational workflows and procedures, revise technical documentation, publish knowledge base articles, and create service management processes.
• Serve as a point for escalations and provide performance metrics utilizing IT Service Management (ITSM) platforms.
• Create reports, analyze trends, identify recurring issues, assess operational data, and implement improvements.
• Assist with enterprise endpoint management platforms such as Microsoft Intune, Group Policy, Active Directory, Azure/Entra, Apple Business Manager and future solutions.
• Perform testing, evaluation, and support for new endpoint technology solutions.
• Manage Operating System (OS) upgrades/patching and project manage endpoint compliance initiatives while keeping core platforms and applications current.
• Develop and maintain hardware/software standards and create road maps for endpoints.
• Perform all other duties and projects that may be assigned.
• Supervision:
  Directly supervise a team of Endpoint Technology Analysts.

• Bachelor's degree from an accredited institution.
• Seven (7) years of experience managing technical support, endpoint management, or a technical customer service team including providing technical support, IT troubleshooting and customer service.
• Five (5) years of supervisory, managerial, and/or leadership experience.
• Leadership, personnel, team management experience.
• Technical knowledge, IT troubleshooting and hands‑on experience supporting:
  Windows Operating System (OS)/macOS Microsoft 365 Hardware/software troubleshooting…