Endpoint Management Lead

About the Role

We are seeking an experienced Endpoint Management (EPM) / Digital Workplace Services (DWS) Lead to drive a critical 4-month transition phase and subsequently own steady-state (BAU) operations for our Endpoint Management services. This is a hybrid role combining transition/project leadership in the first phase with long-term operational and technical ownership thereafter.

You will be the go-to Subject Matter Expert for endpoint management platforms (Intune, SCCM, or equivalent), responsible for building the frameworks that ensure a seamless handover from project to BAU, and then running that operation with a strong focus on security, compliance, and service excellence.

Key Responsibilities

Transition Phase (First 4 Months)

• Lead the end-to-end transition of Endpoint Management services, ensuring seamless onboarding, knowledge transfer, and operational readiness.
• Establish transition frameworks, documentation, and Standard Operating Procedures (SOPs) to enable a smooth shift from project to steady-state support.
• Coordinate with outgoing/incoming teams and stakeholders to ensure no gaps in service continuity during handover.

BAU / Steady-State Operations (Post-Transition)

• Assume full ownership as BAU EPM/DWS Lead, ensuring stable, efficient, and scalable operations.
• Oversee end-to-end lifecycle management of endpoint devices — provisioning, configuration, patching, and decommissioning.
• Ensure endpoint security and compliance aligned with enterprise policies, including patching, encryption, antivirus, and regulatory controls.
• Act as the Subject Matter Expert (SME) for EPM platforms such as Microsoft Intune, SCCM (Configuration Manager), or equivalent tools.
• Deliver SLA-driven service excellence — managing incidents, service requests, and problem resolution in line with agreed targets.
• Collaborate with cross-functional teams (IT, Security, Business stakeholders) to drive operational efficiency and user satisfaction.
• Drive continuous improvement, automation, and optimization initiatives across endpoint management services.
• Provide ongoing governance, reporting, and stakeholder communication to ensure transparency and performance alignment.

What We're Looking For

Required Qualifications

• Proven experience leading endpoint management operations or transitions in a mid-to-large enterprise environment.
• Hands-on SME-level expertise with Microsoft Intune and/or SCCM (or equivalent UEM/endpoint management platforms).
• Strong understanding of endpoint security practices: patch management, disk encryption, antivirus/EDR, and compliance frameworks.
• Experience managing SLA-driven service delivery, including incident and problem management (ITIL practices/certification a plus).
• Demonstrated ability to build transition frameworks, SOPs, and documentation from the ground up.
• Strong stakeholder management and communication skills, with experience reporting to both technical and business audiences.

Preferred Qualifications

• ITIL Foundation certification (or higher).
• Microsoft certifications relevant to endpoint/device management (e.g., MD-102, Intune-related certs).
• Experience driving automation initiatives within endpoint management (e.g., Autopilot, scripting, Power Automate).
• Prior experience in a Digital Workplace Services (DWS) or similar managed services environment.