Endpoint & Technology Support Manager, UI Foundation

Endpoint & Technology Support Manager, UI Foundation

Posting Number: SP005336P

The Endpoint & Technology Support Manager is responsible for delivering high‑quality end‑user support while managing endpoint platforms and device services across the Foundation. This role serves as the primary point of contact for user‑facing technology needs, resolving incidents and service requests while maintaining ownership of endpoint management platforms such as Intune and related device configuration, compliance, and patching systems. The position applies strong technical and customer service skills to troubleshoot issues, support users, and ensure devices are secure, standardized, and operating effectively.

In addition to day‑to‑day support, the role identifies recurring issues and operational inefficiencies, partnering with the Foundation Services teams to inform continuous service improvements. The Endpoint & Technology Support Manager operates with a high degree of independence, balancing immediate support needs with longer‑term improvements to device management, support and operational processes, and overall user experience.

• Serve as the primary point of contact for end‑user technology support, resolving incidents and fulfilling service requests.
• Manage and maintain endpoint platforms (e.g., Intune, device configuration, patching, compliance policies).
• Provision, configure, and support user devices across their lifecycle (onboarding through retirement).
• Troubleshoot hardware, software, access, and connectivity issues across a range of systems.
• Troubleshoot and support a range of endpoint technologies, including user devices, conferencing systems, printing services, and related peripherals.
• Maintain clear communication with users on request status and resolution.
• Identify recurring issues and partner with product teams to improve services and workflows.
• Develop and maintain internal documentation and user‑facing knowledge resources.
• Coordinate with internal IT roles and external vendors as needed to resolve issues.
• Other duties as assigned.

Required Experience: Five or more years in an information technology role with a strong focus on end‑user support, or a combination of a Bachelor’s Degree in an Information Technology field and one or more years in an IT role with a strong focus on end‑user support. Experience managing endpoint platforms (e.g., Intune, SCCM, Jamf, or similar). Experience supporting modern workplace technologies (e.g., identity/Entra, M365, collaboration tools).

Experience troubleshooting across hardware, operating systems, and applications. Ability to communicate effectively with both technical and non‑technical users.

Required

Education:

High School Diploma or equivalent.

Preferred Qualifications: Bachelor’s degree in Information Technology or related field. Demonstrated experience in Microsoft Intune, Autopilot, and Entra Scripting or automation (e.g., Power Shell, GraphAPI). Experience in a small team or highly autonomous environment. Strong organizational skills and ability to manage competing priorities. Experience with project management methodologies and tools (e.g., Agile, Azure Dev Ops). Demonstrated ability to improve processes and user experience over time.

Understanding of the relationships between ERP, CRM, CMS, ITSM, third‑party solutions, relational databases, data warehouses, and cloud services. Experience supporting technology in higher education or nonprofit/foundation environments.

The University of Idaho is an equal employment opportunity employer, including veterans and individuals with disabilities.