Response Informatics
Endpoint Engineer
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Position Summary
This role is responsible for establishing, maturing, and enforcing operational processes that support the Endpoint Engineering function. This leader will drive continual improvement across change management, release management, problem management, knowledge management, and operational governance disciplines.
The successful candidate will serve as the bridge between technical engineering teams and IT service management practices, ensuring endpoint engineering services are delivered in a consistent, scalable, and controlled manner. While maintaining a strong understanding of enterprise endpoint management technologies and practices, the individual will primarily focus on process leadership, operational effectiveness, team accountability, and organizational change rather than hands-on engineering activities.
Additional expectations include partnering with other technology and business stakeholders to improve service reliability, speed of delivery, and overall customer experience with respect to firm-managed endpoint technology.
Key Responsibilities
Process Ownership & Continuous Improvement
- Own and continuously improve Endpoint Engineering operational processes.
- Develop, document, and maintain standards for:
- Change Management
- Release Management
- Problem Management
- Knowledge Management
- Service Introduction
- Operational Readiness Reviews
- Identify process gaps, inefficiencies, and operational risks and implement sustainable improvements.
- Establish governance frameworks to ensure consistent execution across all endpoint engineering activities.
- Drive adoption of ITIL-aligned service management practices where appropriate.
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Change & Release Governance
- Ensure all endpoint engineering changes follow established approval, testing, communication, and deployment standards.
- Partner with engineering teams to improve release quality and reduce deployment-related incidents.
- Oversee release calendars and coordination activities across engineering teams.
- Conduct post-implementation reviews and drive corrective actions when failures occur.
- Establish metrics and controls that improve change success rates and deployment reliability.
Problem Management & Service Reliability
- Own the Endpoint Engineering problem management process.
- Facilitate root cause analysis activities for significant incidents and recurring issues.
- Drive corrective and preventive action plans.
- Monitor and report on trends related to endpoint reliability, service disruptions, and operational risks.
- Ensure lessons learned are documented and integrated into future operational practices.
Operational Reporting & Metrics
- Define and maintain key operational performance indicators.
- Develop dashboards and reporting for leadership stakeholders.
- Track metrics including:
- Change success rate
- Release quality
- Problem resolution effectiveness
- Service reliability measures
- Present operational insights and recommendations to leadership.
Stakeholder Management
- Partner with Infrastructure, Security, Service Desk, Architecture, and Technology Operations teams.
- Ensure endpoint engineering processes align with enterprise-wide governance and compliance requirements.
- Act as the primary escalation point for process and operational governance concerns.
Required Qualifications
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Experience
- 8+ years of experience in enterprise IT operations, endpoint engineering, endpoint management, or infrastructure services.
- 3+ years of people leadership experience managing technical engineering teams.
- Experience implementing and improving IT service management processes.
- Experience leading organizational process improvement initiatives.
- Demonstrated experience managing change, release, and problem management programs.
Technical Knowledge
- Strong working knowledge of:
- Enterprise Endpoint Management principles
- Microsoft Intune
- Microsoft Configuration Manager (SCCM/MECM)
- Microsoft Windows endpoint management
- Apple macOS endpoint management
- Mobile device management (MDM)
- Software deployment and packaging processes
- Endpoint security controls
- Identity and access management concepts
This role is not expected to perform hands-on engineering work but must possess sufficient technical depth to effectively advise engineering teams and govern operational processes.
Leadership Skills
- Ability to drive accountability without direct involvement in technical execution.
- Excellent communication and executive presentation skills.
- Strong conflict management and stakeholder engagement capabilities.
- Ability to influence cross-functional teams and drive organizational change.
Preferred Qualifications
- ITIL Foundation, ITIL 4 Managing Professional, or equivalent certification.
- ServiceNow Change Management experience.
- Experience supporting endpoint environments exceeding 10,000 managed devices.
- Experience building operational governance programs from the ground up.
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