Endpoint Management Specialist

Overview

The Senior Endpoint Management Specialist is a hands-on technical role responsible for the engineering, administration, support, and continuous improvement of endpoint management services across De Havilland Aircraft of Canada Limited (DHC) and its affiliated businesses. The role ensures Windows and mobile endpoints are secure, compliant, reliable, and ready for end users throughout their lifecycle.

Reporting to the Team Lead, Endpoint Management, the Senior Specialist applies established standards, independently leads complex technical work, and recommends improvements to endpoint platforms and practices. Material risks, architecture decisions, and priority conflicts are escalated to the Team Lead. This position has no direct people-management responsibility, but it provides technical mentorship, advanced escalation support, and practical leadership across endpoint initiatives.

Core Responsibilities

Endpoint Engineering and Administration

-  Administer, configure, and optimize endpoint management platforms including Microsoft Intune, Microsoft 365, Entra ID, Active Directory, Microsoft Defender for Endpoint, PDQ, ConnectWise, and related tools.

- Build, test, deploy, and maintain Windows endpoint configurations, Autopilot provisioning, device compliance policies, security baselines, application packages, operating system updates, deployment rings, and configuration profiles.

- Maintain endpoint documentation, standard operating procedures, configuration records, and knowledge articles that support consistent service delivery.

Endpoint Lifecycle and Security

- Support the complete endpoint lifecycle, including provisioning, refresh, deployment, recovery, retirement, and secure disposal of corporate devices.

- Implement and maintain endpoint security controls in partnership with Cybersecurity, including encryption, endpoint protection, least privilege, patching, vulnerability remediation, and compliance reporting.

- Standardize and automate endpoint builds, provisioning, application deployment, patching, reporting, compliance remediation, and operational workflows using PowerShell, Microsoft Graph, and related capabilities.

Operational Support and Escalation

-  Act as the senior technical escalation point for complex endpoint issues, working with the IT Service Center, Infrastructure, Cybersecurity, and application teams to restore service, determine root cause, and prevent recurrence.

- Perform root cause analysis for recurring endpoint incidents and implement sustainable corrective actions through appropriate incident, problem, and change management processes.

- Monitor endpoint health, patch status, policy compliance, deployment success, and platform performance; investigate exceptions, coordinate timely remediation, and identify recurring trends requiring permanent correction.

Technical Leadership and Standards

- Develop and maintain endpoint engineering standards, implementation patterns, technical procedures, and configuration documentation within the direction established by the Team Lead.

- Evaluate new endpoint capabilities and recommend practical improvements, implementation approaches, risks, and support requirements.

- Perform technical reviews of significant endpoint changes to confirm testing, rollback, documentation, security, and operational support requirements are addressed.

Documentation and Knowledge Management

- Create, maintain, and regularly review technical documentation for endpoint platforms, configurations, applications, security controls, deployment processes, integrations, and operational procedures.

- Develop clear standard operating procedures, troubleshooting guides, support runbooks, knowledge articles, and implementation records that enable consistent support and effective knowledge transfer.

- Ensure documentation is accurate, current, accessible, and updated as part of changes, projects, incident resolution, and service transition activities.

Project Delivery and Business Support

- Lead the technical delivery of assigned endpoint initiatives such as device refreshes, platform enhancements, application deployments, operating system upgrades, security improvements, and tooling modernization, including planning, testing, implementation, documentation, and transition to support.

- Lead assigned endpoint work for acquisitions, site integrations, and business transitions by assessing current environments, documenting gaps, applying DHC standards, and executing migration and remediation activities.

- Work directly with technical and non-technical stakeholders to translate requirements into supportable endpoint solutions and communicate impacts clearly.

Service Management and Collaboration

- Work within DHC IT service management practices, including incident, request, problem, change, asset, and knowledge management.

- Support vendor coordination, licensing, asset inventory accuracy, and procurement activities related to endpoint hardware, software, and services.

- Provide practical coaching and technical mentorship to Endpoint Management and IT Service Center resources, and improve support readiness through documentation, knowledge transfer, and collaborative problem-solving.

Qualifications and Experience

Required Qualifications and Experience

- Diploma or degree in Information Technology, Computer Science, Engineering, or an equivalent combination of education and relevant experience.

- Minimum 7+ years of progressively responsible Information Technology experience including at least 5 years of progressively responsible experience in endpoint management, end-user computing, desktop engineering and design, or client services in a mid-sized or enterprise environment, including experience independently delivering complex technical work.

- Strong hands-on experience with Microsoft Intune, Windows endpoint management, Microsoft 365, Entra ID, Active Directory, application deployment, endpoint security controls, and automation.

- Demonstrated experience creating and maintaining device configurations, compliance policies, update rings, application packages, and endpoint troubleshooting practices.

- Experience supporting ITSM processes, including incident, problem, and change management.

- Ability to independently manage assigned work, prioritize competing demands, document clearly, and escalate appropriately when risk, scope, or business impact requires it.

- Strong communication and customer service skills, with the ability to work effectively with both technical and business stakeholders.

Preferred Qualifications

- Advanced experience with Microsoft Defender for Endpoint, Autopilot, Conditional Access, PowerShell, Microsoft Graph, endpoint analytics, or related Microsoft security and management capabilities.

- Experience supporting multi-site, manufacturing, aviation, or similar operational environments.

- Experience with device asset management, lifecycle planning, vendor coordination, or acquisition integration activities.

- Relevant certifications such as Microsoft Endpoint Administrator Associate, Microsoft 365, ITIL Foundation, or equivalent.

Working Expectations

This role is primarily hands-on and is expected to work during regular business hours. The Specialist may be asked to provide best-effort support outside regular hours for critical endpoint-related incidents, planned changes, or project activities.