IT Endpoint Services Lead- SESAC (Nashville)

SESAC Rights Management, Inc•Nashville, TN

21h•Hybrid

About The Position

SESAC is looking for an IT Endpoint Services Lead to own and lead end-user IT support operations and endpoint management across the organization, including multiple vertical business units. This role will provide local hands-on support in Nashville, as well as enterprise-wide ownership of the endpoint and helpdesk process. This role will serve as the primary owner of desktop fleet operations, endpoint management tools, device standards, onboarding/offboarding processes, and helpdesk performance. The ideal candidate is highly technical, organized, and capable of driving standardization across a diverse environment.

Requirements

5+ years related professional experience in IT end-user support / desktop support / endpoint management.
Strong experience supporting Windows 11 in an enterprise environment.
Strong experience supporting MacOS in an enterprise environment.
Experience supporting Microsoft 365 tools (Teams, Outlook, OneDrive).
Experience managing helpdesk workflows and escalation processes.
Strong troubleshooting skills across hardware/software/peripherals.
Strong communication skills and ability to support users at all levels.
Ability to work independently and take ownership of enterprise processes.
Track record of exceptional organizational skills, attention to detail, and an ability to effectively prioritize work to meet deadlines in a fast-paced environment.
Self-starter with strong initiative, creative problem-solving, and analytical skills, comfortable working independently as well as part of a team to achieve department goals.
Excellent communication and customer service skills.

Nice To Haves

Strong Microsoft Intune administration experience.
Experience supporting Microsoft Teams Rooms.
Experience with asset management, inventory controls, and lifecycle planning.
Experience working in a multi-company or multi-vertical environment.
Familiarity with endpoint security practices (encryption, patch compliance, device baselines).

Responsibilities

Own and manage the Helpdesk process across all verticals, including intake, triage, escalation, and resolution.
Establish ticketing standards, workflows, escalation procedures, and support documentation.
Define and manage service expectations and response time targets (SLA-style performance).
Act as escalation point for complex desktop and end-user issues.
Identify trends and recurring issues and implement permanent fixes.
Build and maintain a knowledge base for repeatable solutions.
Drive standardization across all verticals for device naming, deployment, documentation, and support workflows.
Identify opportunities for automation and process improvement.
Reduce repetitive issues through proactive fixes and structured policies.
Provide hands-on and remote support for users in a mixed Windows 10/11 and MacOS environment.
Support Microsoft 365 tools including Outlook, Teams, OneDrive, and SharePoint.
Use Remote Desktop and remote support tools to resolve issues efficiently.
Support printers, peripherals, and general office IT hardware.
Own the IT onboarding process across all verticals and ensure new hires are ready on day one.
Standardize onboarding kits, provisioning steps, and baseline access expectations.
Own offboarding procedures including device recovery, secure wiping, and account disable coordination.
Own reliability and support for Microsoft Teams Rooms and conference room technology.
Troubleshoot cameras, microphones, speakers, displays, and connectivity issues.
Maintain conference room standards and coordinate vendor repairs/replacements.
Own end-to-end lifecycle management for laptops/desktops and end-user devices across all business units.
Standardize endpoint builds, deployment methods, refresh cycles, and replacement procedures.
Maintain and enforce both hardware standards (laptops, desktops, docks, monitors, headsets, peripherals) and software standards (packaging, approval, and baseline installs).
Own and maintain device inventory tracking and asset accountability.
Lead administration and daily management of Microsoft Intune and IRU.
Manage endpoint policies related to enrollment, patching, encryption, configuration, and compliance.
Troubleshoot enrollment failures and compliance issues.
Ensure endpoint security best practices are maintained across all verticals.
Coordinate warranty repair/replacement with vendors.
Assist with purchasing recommendations and maintaining inventory of equipment.