Manager Endpoint Administrator - Remote US

SitusAMC

8d • $110,000 - $130,000 • Remote

About The Position

The Manager Endpoint Administrator oversees the timely delivery of standardized equipment to internal and external end users. The role requires knowledge of supported software and hardware systems and effective personnel management skills. It works with user groups and department managers to maintain operational stability, ensure applications meet business needs, resolve information services issues, and sustain customer satisfaction with supported computers.

The position manages endpoint provisioning and operations, including hardware standards and purchasing, imaging, policies, software packaging, global deployments, patching, operating system updates, and endpoint lifecycle management. It leads technical projects, manages budgets and vendor relationships, forecasts systems needs, monitors KPIs, oversees endpoint-related requests and incidents, contributes to root cause analysis and service-level improvements, and reports trends and performance to upper management. The role also communicates outages and emergencies, handles confidential data responsibly, and continually improves technical and management skills.

Requirements

• Associate degree in a technical field or equivalent combination of education and experience.
• Minimum of 6+ years of industry and/or relevant experience, typically including 1+ years in a Senior Associate-level role or external equivalent.
• Six years of experience in Endpoint Management or a related field.
• Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and end-user-facing network configurations.
• Extensive experience with VDI, Active Directory, O365, Windows OS, and file shares.
• Familiarity with Windows Server OS 2012 and above.
• Proficiency in basic network and security fundamentals.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Strong documentation skills and willingness to assist with documentation.
• Ability to work independently and as part of a team, according to project needs.
• Excellent time management and prioritization skills.
• Patience, thoroughness, and innovation.
• Ability to work independently with minimal supervision.
• Ability to research a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• High self-motivation and initiative.
• Attention to detail.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Exceptional customer service orientation.
• Physical ability to handle and set up technology equipment, including lifting up to 50 pounds.

Nice To Haves

• CompTIA Network+ and A+ certifications.
• Microsoft certifications.

Responsibilities

• Work with user groups to ensure operational stability and that applications meet the practical needs of the company.
• Build relationships with key user and operations groups to identify and resolve business issues, and coordinate with department managers across organizational lines.
• Resolve information services problems by analyzing issues, determining appropriate actions, providing tactical direction, and reallocating resources as necessary.
• Market and train the user community on new Endpoint Services products, services, features, and processes.
• Maintain customer satisfaction regarding the reliability and functionality of supported computers.
• Generate and monitor appropriate management reporting tools.
• Evaluate and select hardware standards, including global laptops.
• Negotiate bulk hardware purchases with manufacturers and resellers.
• Manage endpoint provisioning, including imaging, policies, and software packaging.
• Plan and execute global deployments, including security patching, OS updates, software deployment, and group policy changes.
• Lead assigned technical projects, including responsibility for budgets, monitoring implementation, and managing vendor relationships.
• Forecast systems needs to lead, support, inform, and improve endpoint management operations.
• Assess requirements, plan, implement, monitor, and report KPIs for endpoints as they relate to patching and lifecycle management.
• Oversee requests, incidents, and problems related to Endpoint Management.
• Participate in root cause analysis of widespread operational issues affecting SitusAMC.
• Escalate operational and service desk issues to upper management as needed and participate in remediation planning.
• Provide upper management with KPI and trend data and reporting weekly, monthly, and as needed.
• Participate in communicating outages and emergency activities to the organization.
• Manage vendor relationships related to daily operational needs.
• Help improve Service and Business Level Agreements for Endpoint Management, setting expectations and measuring performance.
• Perform post-resolution follow-ups with end users and team members as required.
• Alert upper management to emerging trends in incidents and other ITIL processes.
• Handle confidential data responsibly.
• Continuously improve technical and management skills.
• Review and suggest revisions to SOPs and FAQs for management approval to assist end users and clients.
• Perform other activities as assigned by the manager.

Benefits

• PTO and paid holidays.
• Medical, dental, vision, life, and disability insurance.
• 401(k) participation.
• Certain positions may be eligible for a discretionary bonus, subject to program guidelines, position eligibility, and senior management approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree