Team Leader – End User Device Support

Bloomberg•New York, NY

6d•$115,000 - $140,000•Onsite

About The Position

We’re looking for a New York based Team Leader to lead our AMER End User Device Support team within Employee Technology Support. You will own the delivery, performance and development of teams responsible for Bloomberg’s end-user devices, including desktops, laptops, mobile devices, monitors, docks, printers and peripherals. You will combine strong people leadership with hands on hardware and device lifecycle expertise, ensuring issues are fully diagnosed, risks are addressed early and recurring problems are eliminated. You will work as one ETS team, partnering with Engineering, Infrastructure, Supply Chain, vendors and regional teams to deliver a consistent employee technology experience.

Requirements

5+ years’ experience in end-user technology, device support, or IT support, including 1+ year in a leadership role
Proven experience coaching and developing technical support teams
Strong hands-on knowledge of Windows and macOS desktops/laptops, iOS/Android devices, monitors, docks, printers and peripherals
Experience with device deployment, imaging/enrolment, MDM, asset management, break/fix and hardware lifecycle management
Experience managing inventory, refresh programmes, hardware standards and vendor-supported services
Strong understanding of endpoint security, patching, connectivity and enterprise device management
Strong problem solving, judgement, stakeholder management and communication skills
A track record of taking end-to-end ownership, preventing repeat issues and influencing improvements beyond your immediate team

Nice To Haves

ITIL v4 Foundation certification
Experience improving device deployment through automation or zero-touch provisioning
Experience managing external hardware or onsite support vendors
Experience supporting a global 24/7 technology environment

Responsibilities

Lead, coach, and develop a high performing End User Device Support team.
Own end-to-end delivery of device installation, break/fix, replacement, refresh, moves, onboarding and offboarding
Manage hardware escalations, ensuring effective diagnosis, timely resolution and clear employee communication
Oversee desktop, laptop, mobile and peripheral inventory, lifecycle, EOL refresh and stock availability
Maintain device and hardware standards while identifying opportunities to simplify and standardise the employee experience
Use service and hardware data to identify failure trends, prevent repeat issues and improve device reliability
Partner with Engineering and Infrastructure on device platforms, deployment, patching, endpoint security and technical changes
Partner with Supply Chain and vendors on procurement, logistics, repairs, warranty management and onsite delivery
Manage SLAs, KPIs, workload, escalations and operational risks, with the employee experience at the center of decisions
Share knowledge and context across ETS and drive improvements to tools, processes, documentation and policy