Senior Service Desk Lead - AI Endpoint Engineering Team Lead

About the role

A first-stage management role for a small team building and operating the digital workplace as an AI-enabled platform, where endpoint management, identity-adjacent experiences and automation prevent issues before they become tickets. The role stays hands-on with the endpoint stack while owning delivery, making key technical decisions and developing the engineers led.

Key responsibilities

• Write automation scripts, review MDM policy configurations and build AI-assisted diagnostic workflows
• Lead a small team (typically 3-5 engineers) on device configuration standards, automated remediation, self-service workflows and AI-assisted support systems
• Own execution: break down work, manage scope, track progress, unblock engineers and ensure shipped automation is adopted
• Coordinate with Security, Infrastructure and Identity partners on priorities and trade-offs
• Set quality standards: secure-by-default configurations, reliable automation, clear documentation and measurable ticket reduction
• Manage direct reports through 1:1s, feedback and career development, and take part in hiring

Required profile

• Hands-on endpoint engineer who can also lead a small team and make technical decisions
• Track record of shipping endpoint or automation work predictably
• Ability to coach engineers and build a culture of ownership and documentation
• Clear understanding of how endpoint configuration intersects with security and zero-trust identity controls

Required skills

• MDM at production scale (Intune and/or Jamf), including policy management, compliance enforcement and device lifecycle automation
• Windows and macOS: Autopilot, DEP/ADE, OS hardening, application deployment and configuration management
• PowerShell and/or Python scripting, and Entra ID (Azure AD) and Conditional Access
• Building and validating AI-assisted diagnostic and self-service tooling