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Job Description

**Job Title:** Endpoint Engineering Team Lead

**Location:** Corporate

**Department:** Information Technology

**Job Summary** **:** The Endpoint Engineering Team Lead is responsible for managing, leading, and developing the team associates. The position oversees the engineering, configuration, administration, optimization, delivery and support functions of the team. Works with the Identity & Workspace Services manager to define goals, outline approaches and make adjustments within the constraints set to achieve business objectives. Manages monitors, escalates and resolves operational workspace systems and issues supporting corporate and stores environments. The lead is responsible for infrastructure management tools and systems.

Principal Duties:

+ Act as a subject matter expert the area of modern corporate computing and unified communications. Technical oversight in the design, development, testing and delivery of technology solutions as well as for managing daily operational support.

+ Mentor team on technical matters. Responsible for daily operational support of both corporate and store environments for the operations teams. Provide oversight to manage trouble ticket queue, build support documentation, and improve support processes to reduce ticket escalations.

+ Research technology related products and make recommendations based on business or operational requirements. Anticipate potential problem situations/risks and address with effective responses.

+ Ability to apply IT security standards and practices as well as adhere to these standards in the development and design of new and existing technologies within our corporate and store infrastructure.

+ Maintain a very high degree of decision impact due to system privileges and responsibilities.

+ Analyze and refine system design, configuration, hardware, software and associated utilities across the entire corporate computing and unified communications infrastructure.

+ Integrate enterprise-wide tools for automating, monitoring, and managing the current and future infrastructure technology.

+ Administer support and maintain solution components. Troubleshoot high-level hardware and software problems and document procedures to guide resolution process.

+ Oversee processes to ensure all corporate computing and unified communications is running the current approved, current, and supported OS/firmware versions & configurations at all times. Manage processes to ensure any variations are identified and remediated.

+ Work with internal and external business clients to plan new system and system enhancements necessary to address expanding business needs.

+ Provide project management and lead the development of the strategic vision for technical infrastructure services. Develop project plans to install, upgrade and manage systems and utility software.

+ Oversee the activities of a group of Workspace Engineers, including defining duties and responsibilities, assignment of projects, development and training plans and monitoring progress towards goals.

+ Prevent temporary or undocumented configuration changes. Create audit reports that identify and remediate non-standard configurations.

+ Provide oversight for inventory and asset management of appropriate infrastructure. Meet and establish working relationships with field engineers and account managers in order to establish clear communication paths. Provide technical leadership and continuous improvement of standards to enable a more customer focused, responsive department.

+ Develop production support models and process designed to enhance response times and maintain high availability of all production infrastructure components and systems.

+ Build and optimize production support models designed to enhance response times and maintain high availability of production corporate computing and unified communications environments. Responsible for building standards for transitioning project work into operational support.

+ Responsible for maintaining feedback cycle with IT support teams and building a better support model.

+ Examine and engineer corporate computing and unified communications operational support activities in order to facilitate reporting and meet established service level agreements.

+ Provide overall direction and support for team and monitor and assess individual work in accordance with high standards of excellence. Provide feedback, coaching, support, opportunities for development, complete performance appraisals, take corrective action when necessary, and participate in hiring decisions.

+ Research, evaluate and stay current on emerging tools, techniques and technologies; maintain skills and capabilities through education, training and hands-on experience. Accept new responsibilities, as required, to enable business growth.

Essential Functions:

+ Ability to work well individually as well as in a team environment

+ Excellent oral and written communication skills

+ Excellent customer service skills

+ Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork

+ Excellent analytical and problem-solving skills

+ Ability to handle multiple projects simultaneously and independently

+ Excellent interpersonal and presentation skills

+ Proven self-starter with demonstrated ability to make decisions

+ Excellent leadership and project management skills

+ Strong Vendor Management Skills

+ Offers technical expertise, feedback, or advice as a valuable resource to others

Basic Qualifications:

+ Bachelor’s degree in Information Technology or a technical discipline (e.g. engineering) preferred

+ 10+ years of experience managing a modern corporate computing environment.

+ Experience building support processes and writing technical support documentation.

+ Expert with Windows and MacOS imaging techniques and troubleshooting. Experience with Windows 10 and 11, MacOS Monterey & Ventura, and light-touch / zero-touch programs like Windows Autopilot preferred.

+ Extensive experience supporting software packaging and deployment. Experience with Ivanti EndPoint Manager, SCCM/MECM and Intune preferred.

+ Experience managing, configuring, and optimizing both on-prem Active Directory and Azure AD for multiple domains.

+ Technical subject matter expert in the field of modern computing, with an emphasis on support and operational engineering.

+ Experience configuring and optimizing Group Policy for multiple domains.

+ Experience with cloud infrastructure such as Amazon Web Services or Microsoft Azure preferred.

+ Extensive experience with MDM/MAM technologies to support both company-issued and BYOD devices in the following device classes: phones, tablets, handhelds, and laptops. Experience with AirWatch/Workspace One and Intune preferred.

+ 5+ years administering an expansive modern enterprise computing environment with 500+ locations.

+ Exposure to support ticketing and enterprise infrastructure management platforms. SolarWinds experience preferred.

+ Extensive working knowledge of scripting and automation, with proven ability to script the execution of various OS-level functions. PowerShell and Ansible experience preferred.

+ Direct experience engineering and supporting unified communications in a large enterprise environment. Experience with Polycom/Logitech/Crestron video conferencing equipment, Teams calling, BlueJeans CVI, Five9, and RingCentral preferred.

+ Experience managing, optimizing, and troubleshooting VDI/DaaS environment. Experience with Dizzion preferred.

+ Extensive experience administering M365 services and licensing models, including Exchange Online, SharePoint Online, Teams, the Office suite, One Drive, etc. Experience with BitLocker, Power BI, and Defender preferred.

+ Prior experience implementing standard support frameworks. (e.g., ITIL)

+ Experience maintaining, enhancing, and customizing user experience monitoring tools.

+ Understanding of compliancy standards. Experience with PCI-DSS standards preferred.

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.