Note: The job is a remote job and is open to candidates in USA. NuAxis Innovations is a federal IT company focused on making customer experience central to government technology solutions. The Technical Lead will provide technical leadership for Tier 2 deskside support, enterprise endpoint management, desktop engineering, refreshes, software deployments, endpoint security, and modernization initiatives while coordinating technical teams, vendors, and stakeholders.
Responsibilities
- Demonstrated experience leading Tier 2 deskside support operations, including incident management, service request fulfillment, executive support services, hardware lifecycle management, endpoint provisioning, and customer-facing technical support
- Experience managing endpoint technologies including Microsoft Intune, Microsoft Defender, JAMF, BigFix, Active Directory, Group Policy, mobile device management (MDM), and related enterprise technologies
- Demonstrated experience managing large-scale desktop refreshes, software deployments, operating system upgrades, hardware lifecycle programs, and endpoint modernization initiatives
- Experience implementing and maintaining endpoint security controls, vulnerability remediation programs, patch management processes, and compliance initiatives
- Ability to coordinate technical activities among Service Desk, engineering teams, cybersecurity personnel, infrastructure teams, vendors, and business stakeholders
- Demonstrated experience analyzing operational metrics, service levels, incident trends, customer feedback, and resource utilization to improve service delivery
- Experience supporting executive leadership and high-visibility customers requiring enhanced service levels and rapid response
- Strong understanding of endpoint management, desktop engineering, configuration management, asset management, software packaging, and enterprise support operations
- Excellent verbal, written, presentation, and customer service skills
- Demonstrated ability to lead technical teams, mentor personnel, manage competing priorities, and deliver services in a complex, mission-critical operational environment
- Experience supporting organizational change, technology adoption, endpoint standardization, and enterprise IT modernization initiatives
Skills
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent work experience
- Minimum of five (5) consecutive years of experience leading enterprise endpoint support, deskside operations, desktop engineering, or end-user computing services in an environment of similar size and complexity
- ITIL Foundation certification required
- The ITIL Foundation Certification should be achieved before Transition
- Experience supporting Windows, macOS, mobile devices, endpoint management platforms, software deployment technologies, and enterprise collaboration tools
- Demonstrated experience leading Tier 2 deskside support operations, including incident management, service request fulfillment, executive support services, hardware lifecycle management, endpoint provisioning, and customer-facing technical support
- Experience managing endpoint technologies including Microsoft Intune, Microsoft Defender, JAMF, BigFix, Active Directory, Group Policy, mobile device management (MDM), and related enterprise technologies
- Demonstrated experience managing large-scale desktop refreshes, software deployments, operating system upgrades, hardware lifecycle programs, and endpoint modernization initiatives
- Experience implementing and maintaining endpoint security controls, vulnerability remediation programs, patch management processes, and compliance initiatives
- Ability to coordinate technical activities among Service Desk, engineering teams, cybersecurity personnel, infrastructure teams, vendors, and business stakeholders
- Demonstrated experience analyzing operational metrics, service levels, incident trends, customer feedback, and resource utilization to improve service delivery
- Experience supporting executive leadership and high-visibility customers requiring enhanced service levels and rapid response
- Strong understanding of endpoint management, desktop engineering, configuration management, asset management, software packaging, and enterprise support operations
- Excellent verbal, written, presentation, and customer service skills
- Demonstrated ability to lead technical teams, mentor personnel, manage competing priorities, and deliver services in a complex, mission-critical operational environment
- Experience supporting organizational change, technology adoption, endpoint standardization, and enterprise IT modernization initiatives
- Advanced ITIL, Microsoft, JAMF, Intune, or endpoint management certifications preferred
- Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred
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