Endpoint Support Team Lead

This is an onsite role based on a university campus located in Cardiff, giving you the chance to work directly with users and become a valued part of the university support community while staying connected to the wider technical services team.

Core hours will align to university service desk requirements, with support during important periods such as teaching, enrolment, examinations and events. You will be joining a role where your work has a visible impact on students, staff and day-to-day campus life.

The Endpoint Support Team Lead is responsible for leading the day-to-day operational delivery of the Level 1 and 2 support function within the University managed service across 5 campuses, providing technical direction, workload coordination and hands-on escalation support across endpoint management, application deployment, remediation and service improvement activities.

Working as part of the Technical Services team, the Endpoint Support Team Lead combines strong technical expertise with people leadership, coaching Support Engineers and Analysts, supporting consistent service delivery, managing escalations and working closely with the Service Delivery Manager, Customer Success Manager, Application Packaging Team, Apporto Platform Specialists and USW technical stakeholders.

The role is expected to balance operational leadership, technical delivery, proactive maintenance, team development and continuous service improvement while maintaining agreed service levels, quality standards and security controls.

Amongst other tasks, you will be responsible for:

• Team Leadership:Coordinate the day-to-day activity of the Level 1 and 2 support team, providing guidance, coaching and mentoring while ensuring workloads, queues and priorities are effectively managed.
• Service Delivery:Act as the first point of escalation for complex technical issues, service risks and delivery challenges, ensuring incidents and requests are progressed and resolved within agreed SLAs.
• Endpoint Management:Lead the administration and support of
  Microsoft Intune-managed Windows devices
  , including configuration, compliance, security, patching and device lifecycle management.
• Autopilot & Application Deployment:Oversee
  Windows Autopilot provisioning
  and application packaging and deployment through Intune, ensuring robust testing, documentation and successful releases.
• Technical Escalation:Provide expert 2nd line support for endpoint and application issues, supporting root cause analysis, permanent fixes and proactive remediation.
• Security & Compliance:Support endpoint security, vulnerability remediation and compliance initiatives, ensuring agreed security and change management processes are followed.
• Continuous Improvement:Identify opportunities to improve and automate processes, reduce recurring incidents and enhance service quality, documentation and team capability.
• Stakeholder Management:Work closely with senior engineers, specialist teams and university stakeholders, providing clear updates on service performance, risks and improvement opportunities.

Essential:

• Experience in
  2nd Line Endpoint Engineering, EUC, Modern Workplace or Infrastructure
  , with experience leading, mentoring or coordinating technical support teams.
• Strong
  Microsoft Intune, Entra , Windows 10/11 and Windows Autopilot
  experience.
• Experience with
  application packaging and deployment
  .
• Strong troubleshooting,
  root cause analysis and escalation management
  skills.
• Experience working within
  Incident, Change and Problem Management
  processes and ITSM platforms such as Fresh service or Service Now.
• Knowledge of
  endpoint security and Microsoft security technologies
  .
• Power Shell
  experience for administration and automation.
• Excellent communication, coaching and stakeholder management…