Endpoint Support Team Lead

About the role:

This is an onsite role based on university campuses across 3 close-by locations in South Wales, 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 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.

The Endpoint Support Team Lead is responsible for leading the day-to-day delivery of first-line and second-line Endpoint Device and Application Management within the University of South Wales managed service across five campuses. You will collaborate with the USW Frontline team, providing technical direction, workload coordination and hands-on escalation support for endpoint management, application deployment and remediation.

Working as part of the Technical Services team, you will combine technical expertise with people leadership, coaching Support Engineers and Analysts and supporting consistent service delivery. The role works closely with the Service Desk Delivery Manager, existing frontline support teams, application packaging specialists, third-party application providers and USW IT 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.

You will be responsible for:

Team Leadership & Service Coordination

· Coordinate the daily activity of the Level 1 and 2 support team, ensuring incidents, requests and service tasks are prioritised and progressed effectively.

· Provide day-to-day guidance, coaching and mentoring to Support Engineers and Analysts.

· Act as the first point of escalation for complex technical issues, service risks and delivery challenges.

· Support workload planning, queue management and rota coordination in line with service priorities.

· Promote consistent working practices, documentation standards and quality of resolution across the team.

· Provide regular updates to the ServiceDesk Delivery Manager on service performance, risks, blockers and improvement opportunities.

Endpoint Management

· Administer and support Microsoft Intune-managed Windows devices.

· Deploy and maintain endpoint configuration profiles, compliance policies and security baselines.

· Support device enrolment, provisioning and lifecycle management activities.

· Monitor endpoint health and compliance across the managed estate.

· Investigate and remediate device configuration, performance and deployment issues.

· Support Windows Update for Business deployment rings and patch compliance activities.

· Assist with shared device, lab and teaching environment readiness.

Windows Autopilot

· Support Windows Autopilot provisioning and deployment activities.

· Troubleshoot enrolment and deployment failures.

· Maintain application install sequencing and deployment dependencies.

· Validate provisioning workflows before production deployment.

· Provide operational support during device refresh and onboarding initiatives.

Application Packaging & Deployment

· Package, test and deploy applications using Microsoft Intune and associated deployment technologies.

· Create and maintain Win32 application packages.

· Develop installation, detection and requirement rules.

· Perform application testing and validation activities.

· Support pilot deployments, deployment rings and production releases.

· Produce and maintain application documentation and deployment records.

· Troubleshoot application deployment and installation failures.

Operational Support & Escalation Management

· Act as the lead 2nd line escalation point for endpoint, application and service-related incidents.

· Support engineers with complex troubleshooting, root cause analysis and permanent fix implementation.

· Monitor service queues, identify ageing tickets and ensure ownership remains clear across the team.

· Coordinate proactive monitoring and remediation activities to reduce recurring demand.

· Collaborate with senior engineers and specialist teams on complex technical issues and major service risks.

· Maintain accurate service records, updates and escalation notes within Freshservice.

Security & Compliance

· Support endpoint compliance and security initiatives.

· Assist with vulnerability remediation activities.

· Support implementation of approved security policies and controls.

· Maintain adherence to least-privilege and security best practices.

· Participate in security incident investigations affecting managed endpoints.

· Ensure changes are implemented in accordance with agreed change management processes.

Continuous Service Improvement

· Identify opportunities to automate manual processes.

· Develop technical standards, runbooks and knowledge articles.

· Recommend service improvements and operational efficiencies.

· Contribute to monthly service reviews and technical reporting.

· Support ongoing service maturity initiatives.

This is a varied, user-focused role where you will work collaboratively with experienced IT teams, develop your technical skills and help improve endpoint and application support across the university.

· Experience in a 2nd Line Endpoint Engineering, EUC, Modern Workplace or Infrastructure role.

· Experience leading, mentoring or coordinating the work of technical support engineers.

· Strong administration experience of Microsoft Intune.

· Good understanding of Microsoft Entra ID.

· Experience managing Windows 11 endpoints.

· Experience with Windows Autopilot.

· Application packaging and deployment experience.

· Strong troubleshooting, escalation management and root cause analysis skills.

· Experience working within Incident, Change and Problem Management processes.

· Experience using ITSM platforms such as Freshservice, ServiceNow or similar.

· Knowledge of endpoint security concepts and Microsoft security technologies.

· PowerShell scripting experience for administration and automation.

· Excellent troubleshooting and technical decision-making ability.

· Strong customer service orientation and commitment to service quality.

· Confident coaching, mentoring and knowledge-sharing skills.

· Effective written and verbal communication skills, including clear escalation updates.

· Ability to prioritise team workload within changing operational environments.

· Strong attention to detail and ownership of delivery standards.

· Ability to work independently while supporting and developing others within a team.

· Continuous learning mindset and willingness to improve ways of working.

· Professional stakeholder engagement skills with the confidence to represent the service in operational discussions.

Desirable

· Microsoft Defender for Endpoint.

· Patch My PC.

· SCEPman.

· Application virtualisation technologies.

· Azure Virtual Desktop.

· DaaS platforms

· Android Enterprise or iOS endpoint management.

· Higher Education sector experience.

· Relevant certifications such as MD-102, ITIL Foundation or Azure/Microsoft Security certifications are also advantageous.

Why Academia?

At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier-we’re a trusted partner to thousands of clients nationwide.

With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.

Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business.

We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.

Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.

At Academia, you’ll find more than just a job-you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.

For more information on opportunities with Academia, visit our website.

Benefits

Here is a sneak peak at some of our employee benefits...

· Gym membership contribution

· Health Cash Plan

· Increased annual leave with length of service

· Free annual leave on your birthday

· Length of service bonus

· Free Will Writing service

· And more!