Endpoint Support Team Lead

This is an onsite role based on a university campus located in Cardiff, giving you the chance to work directly with users and become a valued part of the university support community while staying connected to the wider technical services team.

Core hours will align to university service desk requirements, with support during important periods such as teaching, enrolment, examinations, and events. You will be joining a role where your work has a visible impact on students, staff, and day-to-day campus life.

Responsibilities

The Endpoint Support Team Lead is responsible for leading the day-to-day operational delivery of the Level 1 and 2 support function within the University managed service across 5 campuses, providing technical direction, workload coordination, and hands-on escalation support across endpoint management, application deployment, remediation, and service improvement activities.

Working as part of the Technical Services team, the Endpoint Support Team Lead combines strong technical expertise with people leadership, coaching Support Engineers and Analysts, supporting consistent service delivery, managing escalations, and working closely with the Service Delivery Manager, Customer Success Manager, Application Packaging Team, Apporto Platform Specialists, and USW technical stakeholders.

The role is expected to balance operational leadership, technical delivery, proactive maintenance, team development, and continuous service improvement while maintaining agreed service levels, quality standards, and security controls.

Amongst other tasks, you will be responsible for:

• Team Leadership: Coordinate the day-to-day activity of the Level 1 and 2 support team, providing guidance, coaching, and mentoring while ensuring workloads, queues, and priorities are effectively managed
• Service Delivery: Act as the first point of escalation for complex technical issues, service risks, and delivery challenges, ensuring incidents and requests are progressed and resolved within agreed SLAs
• Endpoint Management: Lead the administration and support of Microsoft Intune-managed Windows devices, including configuration, compliance, security, patching, and device lifecycle management
• Autopilot & Application Deployment: Oversee Windows Autopilot provisioning and application packaging and deployment through Intune, ensuring robust testing, documentation, and successful releases
• Technical Escalation: Provide expert 2nd line support for endpoint and application issues, supporting root cause analysis, permanent fixes, and proactive remediation
• Security & Compliance: Support endpoint security, vulnerability remediation, and compliance initiatives, ensuring agreed security and change management processes are followed
• Continuous Improvement: Identify opportunities to improve and automate processes, reduce recurring incidents, and enhance service quality, documentation, and team capability
• Stakeholder Management: Work closely with senior engineers, specialist teams, and university stakeholders, providing clear updates on service performance, risks, and improvement opportunities