Endpoint Support Team Lead (Windows & Intune)

Academia Ltd; Cardiff; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave

Birthday leave

Length of service bonus

Free Will Writing service

Job summary

Academia on a Cardiff campus seeks an Endpoint Support Team Lead to guide Level 1/2 support across five campuses, driving deployment, remediation and service improvement using Microsoft Intune and Autopilot. You will coach engineers, coordinate workloads and liaise with ITSM and security teams.

Balance operational leadership with hands-on delivery, ensuring service levels, quality standards and security controls meet university requirements while collaborating with stakeholders and senior

Qualifications

• Experience in 2nd Line Endpoint Engineering, EUC, Modern Workplace or Infrastructure, with experience leading, mentoring or coordinating technical support teams.
• Strong Microsoft Intune, Entra ID, Windows 10/11 and Windows Autopilot experience.
• Experience with application packaging and deployment.
• Strong troubleshooting, root cause analysis and escalation management skills.
• Experience working within Incident, Change and Problem Management processes and ITSM platforms such as Freshservice or ServiceNow.
• Knowledge of endpoint security and Microsoft security technologies.
• PowerShell experience for administration and automation.
• Excellent communication, coaching and stakeholder management skills, with a strong focus on customer service and service quality.

Responsibilities

• 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.
• 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.
• Lead the administration and support of Microsoft Intune-managed Windows devices, including configuration, compliance, security, patching and device lifecycle management.
• Oversee Windows Autopilot provisioning and application packaging and deployment through Intune, ensuring robust testing, documentation and successful releases.
• Provide expert 2nd line support for endpoint and application issues, supporting root cause analysis, permanent fixes and proactive remediation.
• Support endpoint security, vulnerability remediation and compliance initiatives, ensuring agreed security and change management processes are followed.
• Identify opportunities to improve and automate processes, reduce recurring incidents and enhance service quality, documentation and team capability.
• Work closely with senior engineers, specialist teams and university stakeholders, providing clear updates on service performance, risks and improvement opportunities.

Skills

2nd Line Endpoint Eng

Microsoft Intune

Windows 10/11

Autopilot

PowerShell

ITSM (Freshservice/ServiceNow)

Endpoint security

Stakeholder management

Coaching/Leadership

Tools

SCCM/MECM

Azure AD Entra

Job description

Academia on a Cardiff campus seeks an Endpoint Support Team Lead to guide Level 1/2 support across five campuses, driving deployment, remediation and service improvement using Microsoft Intune and Autopilot. You will coach engineers, coordinate workloads and liaise with ITSM and security teams.

Balance operational leadership with hands-on delivery, ensuring service levels, quality standards and security controls meet university requirements while collaborating with stakeholders and senior