IT Specialist - Endpoints

As the IT Specialist – Endpoints, you will play a critical role in shaping and delivering endpoint services across the organisation. Reporting to the IT Manager – Endpoints, you will help define standards, drive service improvements, and provide expert-level support for complex endpoint environments. You will lead transformative projects, champion operational excellence, and ensure our endpoint infrastructure remains secure, modern, and optimised. 

Success in this role requires deep collaboration across infrastructure, service delivery, applications, and security teams. You will align operational activities with strategic goals, contribute to digital transformation initiatives, and help create a seamless experience for colleagues. Your expertise will be instrumental in enhancing operational resilience and supporting innovation across the organisation. 

We are committed to building a diverse, inclusive, and high-performing IT function. In this role, you will help nurture talent, drive innovation, and create an environment where people feel supported, empowered, and valued in their mission to deliver outstanding endpoint services. 

Key Responsibilities 

Endpoint Service Leadership 

• Act as the technical authority for endpoint services, providing expert guidance on standards, strategy, and best practices. 

• Deliver advanced 4th line support and problem management for endpoint infrastructure, ensuring systems are current, secure, and optimised. 

• Serve as an escalation point for complex incidents and changes, driving timely resolution and continuous improvement. 

• Lead and contribute to projects involving modern management solutions, automation, and service enhancements. 

• Implement and optimise Microsoft endpoint technologies, including Intune, SCCM, and Defender for Endpoints. 

Security & Compliance 

• Ensure compliance with security policies and audit requirements, supporting vulnerability remediation and risk management. 

• Monitor and analyse endpoint performance, capacity, and cost, proactively identifying opportunities for improvement. 

Collaboration & Stakeholder Engagement 

• Collaborate with cross-functional teams to align operational and project activities with business objectives. 

• Mentor and support operations teams, sharing expertise and fostering a culture of learning and service excellence. 

Documentation & Continuous Improvement 

• Maintain and update technical documentation, including solution designs, procedures, and knowledge articles. 

• Drive adoption of automation tools and processes to streamline operations and improve efficiency. 

Personal Attributes 

• Demonstrates strong technical leadership and accountability, taking ownership of complex challenges and delivering results. 

• Communicates clearly and confidently, able to explain technical concepts to both technical and non-technical audiences. 

• Maintains composure and professionalism under pressure, making sound decisions in critical situations. 

• Works collaboratively across teams, building strong relationships and promoting knowledge sharing. 

• Shows a continuous improvement mindset, actively seeking opportunities to innovate and optimise services. 

• Committed to professional development and staying current with emerging technologies and security practices. 

Key Performance Indicators 

• Incident Management: Timely resolution or escalation of complex incidents to maintain service continuity. 

• Project Delivery: Achievement of project milestones and successful implementation of technical changes. 

• Service Optimisation: Improvements in endpoint performance, security compliance, and cost efficiency. 

• Documentation Quality: Accuracy and completeness of technical documentation and knowledge articles. 

• Automation Adoption: Increased use of automation tools and processes to streamline operations. 

• Stakeholder Satisfaction: Positive feedback on collaboration, communication, and project outcomes. 

• Service Continuity: High success rate in continuity and disaster recovery tests. 

Essential: 

• Proven experience providing advanced technical support and delivering solutions for complex endpoint environments. 

• Strong knowledge of Microsoft endpoint technologies, including Intune, SCCM, and Defender for Endpoints. 

• Ability to act as a strategic contributor, influencing operational planning and service transformation initiatives. 

• Skilled in stakeholder engagement and communication, with experience managing expectations at all levels. 

• Demonstrated capability in risk identification, escalation management, and effective decision-making under pressure. 

• Commitment to operational maturity and service evolution through data-driven insights and process optimisation. 

Desirable: 

• Professional certifications in Microsoft Intune, SCCM, or Defender for Endpoints. 

• Experience with automation tools and scripting for efficiency improvements. 

• Familiarity with ITIL frameworks and industry standards for service excellence. 

• Exposure to disaster recovery and business continuity planning. 

• Knowledge of third-party patching tools and print managem