Endpoint Support Tech Lead

United Regional•Wichita Falls, TX

About The Position

The Endpoint Support Technician, Lead provides senior-level technical support for endpoint devices and serves as the primary escalation point for complex endpoint and service desk issues. The role coordinates daily team operations, monitors service quality and SLA compliance, mentors Endpoint Support Technicians I and II, and leads endpoint-related projects. The Lead partners with management and other teams to improve processes and operational excellence across endpoint support. The position supports advanced imaging, patching, compliance, and specialized device management; reviews endpoint documentation, processes, and asset records; and participates in evaluating endpoint technologies and tools. It also contributes to onboarding, cross-training, and team performance feedback. Candidates must complete manager-led cross-training on advanced endpoint support and leadership tasks, hold at least one advanced industry certification approved by leadership, and demonstrate independent resolution of complex issues and leadership in team initiatives. Promotion depends on position availability and competitive selection based on performance, initiative, and contributions, as determined by department leadership.

Requirements

High school diploma or equivalent required.
Ability to communicate effectively in English, verbally and in writing.
At least 4 years of experience in PC or endpoint support, with demonstrated expertise resolving complex technical issues.
Advanced knowledge of Windows, macOS, mobile platforms, and endpoint security.
Experience coordinating team operations and leading projects.
Strong mentoring, communication, and customer service skills.
Proven ability to drive process improvement and maintain high service quality.
Positive performance evaluations and peer/customer feedback.
Must complete manager-led cross-training on advanced endpoint support and leadership tasks.
Must hold at least one advanced industry certification approved by leadership.
Must demonstrate consistent, independent resolution of complex endpoint issues and leadership in team initiatives.

Nice To Haves

College education preferred.
Examples of certifications include CompTIA A+ or Network+, Microsoft Endpoint Manager, ITIL Foundation, Apple Certified Support Professional (ACSP), or other certifications approved by department leadership.

Responsibilities

Serve as the primary escalation point for complex endpoint and service desk issues and ensure timely, effective resolution.
Coordinate daily work assignments and monitor ticket queues for SLA compliance and balanced workload distribution.
Mentor and train Endpoint Support Technicians I and II in troubleshooting, best practices, and professional development.
Lead endpoint-related projects, including technology moves, refresh cycles, and implementation of new tools or procedures.
Collaborate with IT leadership and other teams to resolve cross-functional issues and support organizational initiatives.
Review and improve endpoint support documentation, processes, and asset records.
Support advanced imaging, patching, compliance, and specialized device management tasks.
Participate in evaluating and selecting endpoint technologies and tools.
Provide input on team performance and assist with onboarding and cross-training of new staff.
Maintain a high standard of customer service and operational reliability.