Endpoint Supervisor

This is a working supervisor position focused on providing guidance to the Endpoint Administrators and providing first-level support to our users by assisting in problem resolution and endpoint administration, hardware needs, security practices, and other IT needs.

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Essential Functions:

• Supervise a small team that is responsible for help desk, cloud-based phone system, Active Directory and Entra ID, onboarding and offboarding, AV for in-person, off-site and hybrid meetings, general user management, software and hardware provisioning, implementation of security measures, and other IT duties in a mostly remote workplace.
• Help administer Windows OS (Windows 11) and Microsoft 365 environment, including Teams, Outlook, SharePoint, OneDrive, and more.
• Create and edit scripts in PowerShell to assist with software install/uninstall
• Provide guidance and support for the Endpoint Administrators prioritizing and problem-solving tickets.
• Assist with and oversee ordering and preparing new/used cloud endpoints, laptops, tablets and other hardware for use following the company’s deployment standards.
• Management of IT inventory and associated maintenance.
• Remotely troubleshoot home office printers, and other peripherals.
• Escalate end-user permission requests using defined approval workflows.
• Escalate non-endpoint related support requests to other teams.
• Manage company’s official Software Library.
• Use internal ticket management solution to document and record all support requests, change requests, and incidents.
• Assist with transport, setup, and use of Audio + Video equipment for in-person, off-site and hybrid meetings.
• Oversee cross-training, professional development, documentation, and process improvement to ensure we have a well-equipped Endpoint team that can support one another.
• Work in an Agile environment, with teams using both Kanban and Scrum methodologies to collaborate.
• Work closely with other teams to complete company and department initiatives, administer budgets and maintain a roadmap to enable the team to succeed.
• Help manage IT-related vendor relationships.
• Ensure we have excellent help desk customer service.
• Demonstrate and foster the WSRB Core Values (leadership, integrity, customer focus, and innovation) and Culture (including collaboration, transparent communication, honoring commitments, recognizing problem-solving and a take-action mentality, combining hard work with liberal doses of fun).

Supervisory Responsibility:

• Supervise Endpoint Administrators
• At least monthly 1:1s with staff
• Provide metrics to staff and leadership
• Facilitate professional development

Additional Responsibilities:

• Attends regular meetings within the Technology Solutions department
• Provides information to employees via video calls, audio calls, email, and IM
• Complies with company-wide policies + IT standards and procedures
• Other projects and duties as assigned 

Knowledge, Skills, Education and Experience: 

• 2+ years in IT management or similar
• 5+ years of IT experience
• Microsoft 365 Certified: Fundamentals highly preferred
• Microsoft Modern Desktop Associate preferred
• CompTIA A+ & CompTIA Security+ preferred
• 1-2 years of IT support for a 50+ employee company preferred
• Experience working in a mostly remote environment
• Help desk software and processes, user management, software, and hardware provisioning for a remote workforce
• Agile methodologies
• Microsoft InTune
• Microsoft 365
• Windows OS/Windows 11 desktop
• Powershell
• Cloud-based phone systems a plus
• Jira Service Management a plus
• Excellent written and verbal communication skills
• Ability to work from home
• Ability to travel in the greater Seattle area to service or exchange hardware, and to meet with department and company for team building events as needed
• Ability to occasionally work nights and weekends
• Ability to lift heavy packages (50 lbs)

Internal / External Contacts:

• Daily contact with internal department personnel
• Frequent contact with all levels of management at WSRB
• Occasional contact with vendors and external customers

Working Environment: 

• Typical remote working conditions
• Ability to travel to on-site locations when needed, and bring AV or other equipment to event locations and staff
• Ability to use computer, mouse, and keyboard
• Ability to sit for extended periods of time
• Repetitive use of hands required

 Salary Range:   

$87,432.00 - $139,981.00 per year

Job Type:

Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
  
  

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