Endpoint Engineering Team Lead

Wawa, Inc.-posted 3 months ago

Full-time • Senior

5,001-10,000 employees

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The Endpoint Engineering Team Lead is responsible for managing, leading, and developing the team associates. The position oversees the engineering, configuration, administration, optimization, delivery and support functions of the team. Works with the Identity & Workspace Services manager to define goals, outline approaches and make adjustments within the constraints set to achieve business objectives. Manages monitors, escalates and resolves operational workspace systems and issues supporting corporate and stores environments. The lead is responsible for infrastructure management tools and systems.

Act as a subject matter expert in the area of modern corporate computing and unified communications.
Provide technical oversight in the design, development, testing and delivery of technology solutions.
Mentor team on technical matters.
Responsible for daily operational support of both corporate and store environments for the operations teams.
Manage trouble ticket queue, build support documentation, and improve support processes to reduce ticket escalations.
Research technology related products and make recommendations based on business or operational requirements.
Anticipate potential problem situations/risks and address with effective responses.
Apply IT security standards and practices in the development and design of new and existing technologies.
Analyze and refine system design, configuration, hardware, software and associated utilities.
Integrate enterprise-wide tools for automating, monitoring, and managing the current and future infrastructure technology.
Administer support and maintain solution components.
Troubleshoot high-level hardware and software problems and document procedures.
Oversee processes to ensure all corporate computing and unified communications is running the current approved OS/firmware versions.
Manage processes to ensure any variations are identified and remediated.
Work with internal and external business clients to plan new system and system enhancements.
Provide project management and lead the development of the strategic vision for technical infrastructure services.
Develop project plans to install, upgrade and manage systems and utility software.
Oversee the activities of a group of Workspace Engineers.
Prevent temporary or undocumented configuration changes.
Create audit reports that identify and remediate non-standard configurations.
Provide oversight for inventory and asset management of appropriate infrastructure.
Meet and establish working relationships with field engineers and account managers.
Provide technical leadership and continuous improvement of standards.
Develop production support models and processes designed to enhance response times.
Build and optimize production support models designed to enhance response times.
Responsible for building standards for transitioning project work into operational support.
Maintain feedback cycle with IT support teams.
Examine and engineer corporate computing and unified communications operational support activities.
Provide overall direction and support for team and monitor and assess individual work.
Provide feedback, coaching, support, opportunities for development, and complete performance appraisals.
Research, evaluate and stay current on emerging tools, techniques and technologies.

Bachelor’s degree in Information Technology or a technical discipline preferred.
10+ years of experience managing a modern corporate computing environment.
Experience building support processes and writing technical support documentation.
Expert with Windows and MacOS imaging techniques and troubleshooting.
Experience with Windows 10 and 11, MacOS Monterey & Ventura, and light-touch / zero-touch programs.
Extensive experience supporting software packaging and deployment.
Experience with Ivanti EndPoint Manager, SCCM/MECM and Intune preferred.
Experience managing, configuring, and optimizing both on-prem Active Directory and Azure AD.
Technical subject matter expert in modern computing, with an emphasis on support and operational engineering.
Experience configuring and optimizing Group Policy for multiple domains.
Experience with cloud infrastructure such as Amazon Web Services or Microsoft Azure preferred.
Extensive experience with MDM/MAM technologies to support both company-issued and BYOD devices.
Experience with AirWatch/Workspace One and Intune preferred.
5+ years administering an expansive modern enterprise computing environment with 500+ locations.
Exposure to support ticketing and enterprise infrastructure management platforms.
Extensive working knowledge of scripting and automation.
Direct experience engineering and supporting unified communications in a large enterprise environment.
Experience with Polycom/Logitech/Crestron video conferencing equipment.
Experience managing, optimizing, and troubleshooting VDI/DaaS environment.
Extensive experience administering M365 services and licensing models.
Experience with BitLocker, Power BI, and Defender preferred.
Prior experience implementing standard support frameworks (e.g., ITIL).
Experience maintaining, enhancing, and customizing user experience monitoring tools.

Experience with PCI-DSS standards preferred.
SolarWinds experience preferred.
PowerShell and Ansible experience preferred.
Experience with Dizzion preferred.

Employee Stock Ownership Plan (ESOP)
Tuition Reimbursement
401(k) Plan
Medical/Dental/Prescription Coverage
Flexible Spending Accounts (Health Care & Dependent Care)
Employee Assistance & Wellness Programs
Employee Credit Union
Paid Time Off
Employee Resource Groups

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