Director of Endpoint Technology

Posting number: 26-20113

Department: MBTA - Information Technology Dept

Division: 031-ITD

Job classification: Director of Endpoint Technology

Posting type: Open/External and Promotional/Internal

Categories: Engineering, Management

SummaryThe Director of Endpoint Technology is responsible for leading the MBTA Information Technology (IT) Endpoint Services operation, ensuring the delivery of high-quality, reliable, secure, and customer-focused IT support services to all MBTA employees and locations. This role oversees endpoint management strategy, computing engineering standards support operations, personnel management, service delivery, documentation and continuous process improvements across the organization.

This role will manage staff, projects, operational performance, endpoint lifecycle management, and service delivery processes while ensuring alignment with organizational goals, cybersecurity requirements, compliance standards, and IT best practices. The ideal candidate combines strong technical, leadership and operational management expertise and a proven track record for exceptional client service and support.

The position requires working five (5) days a week, Monday-Friday in the MBTA IT office and requires at times working at various MBTA locations in the field to support the rollout and ongoing support of endpoints and applications. Examples of duties

• Strategize endpoint lifecycle management, staffing resource allocation, and cross train the team on IT computing, endpoint applications support and audio/visual (A/V) technical support,.
• Lead, supervise, mentor and develop endpoint staff while fostering a collaborative, customer-service-oriented team environment.
• Manage and direct daily endpoint support operations and establish service levels and ensure goals are achieved. Utilize innovative problem-solving skills. 
• Oversee enterprise endpoint support services for computers, mobile devices (phones and tablets), printers, peripherals and audio/visual (A/V) equipment.
• Manage ticket queues, ensure timely resolution of incidents, service requests, escalations, and outages.
• Create, establish and manage endpoint lifecycle processes including equipment selection, procurement, receiving, deployment, asset management, upgrades, maintenance, refresh programs and decommissioning.
• Create strategy, develop and improve operational workflows and procedures, revise technical documentation, publish knowledge base articles, and create service management processes.
• Serve as a point for escalations and provide performance metrics utilizing IT Service Management (ITSM) platforms.
• Create reports, analyze trends, identify recurring issues, assess operational data, and implement improvements.
• Assist with enterprise endpoint management platforms such as Microsoft Intune, Group Policy, Active Directory, Azure/Entra, Apple Business Manager and future solutions.
• Perform testing, evaluation, and support for new endpoint technology solutions  
• Manage Operating System (OS) upgrades/patching and project manage endpoint compliance initiatives while keeping core platforms and applications current.
• Develop and maintain hardware/software standards and create road maps for endpoints.
• Perform all other duties and projects that may be assigned.

Supervision

• Directly supervise a team of Endpoint Technology Analysts.

Qualifications

• Bachelor’s degree from an accredited institution.
• Seven (7) years of experience managing technical support, endpoint management, or a technical customer service team including providing technical support, IT troubleshooting and customer service
• Five (5) years of supervisory, managerial, and/or leadership experience.
• Leadership, personnel, team management experience
• Technical knowledge, IT troubleshooting and hands-on experience supporting: 
  • Windows Operating System (OS)/macOS
  • Microsoft 365
  • Hardware/software troubleshooting including printers and peripherals
  • Active Directory (AD) / Entra ID (Azure AD)
  • Mobile devices (iOS and Android)
  • Multi-Factor Authentication (MFA)/ Endpoint security 
  • Networking fundamentals
• Experience with ITSM/ticketing systems, service management processes, knowledge management, reporting, and customer satisfaction.
• Experience in budgets, purchasing, developing operational procedures, technical documentation and process improvements.
• Experience simultaneously managing multiple projects, competing priorities, and operational demands.
• Ability to comprehend, communicate, and respond to instructions, inquiries, notices, and documentation. Successful applicant must have English language skills required for the effective performance of the position.
• Ability to supervise and work effectively with a diverse workforce.
• Excellent verbal and written communication skills and ability to maintain professionalism under pressure.
• Ability to work on-call, after-hours, weekends, holidays, and all shifts as operationally required.
• Ability to travel to and support all MBTA locations as needed.
• Ability to lift and move IT equipment weighing 25 pounds or more.
• Ability to attend mandatory Roadway Worker Protection (RWP) training.

Substitutions: 

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement. 
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience. 
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Supplemental information

• Additional years of experience managing enterprise IT support operations and cross-functional technical teams within highly regulated or mission-critical environments (healthcare, public sector, transportation).
• Advanced administration of Microsoft Intune, Windows Autopilot, Apple Business Manager, and Group Policy to automate enterprise endpoint deployments.
• Deep understanding of cybersecurity best practices, managing device compliance initiatives, endpoint encryption, and mobile device management (MDM).
• Practical experience utilizing PowerShell scripting to drive IT infrastructure automation.
• Hands-on experience with ServiceNow and software licensing lifecycle management.
• Exceptional analytical, troubleshooting, organizational, and bilingual communication skills.
• Information Technology Infrastructure Library (ITIL) foundation (or higher) and project management credentials such as Project Management Professional (PMP) or Certified Associate in Project Management (CAPM).
• Microsoft Certified: Endpoint Administrator Associate or Azure Administrator, alongside CompTIA A+, Network+, or Security+.