Endpoint Asset Team Leader
Based: Central London
Type: Full-time
Salary: £38,000
Eligibility: You must be eligible to work in the UK
About the role:
Academia is looking for a knowledgeable, enthusiastic, and methodical individual to join our ever-expanding team to help fulfil delivery of service to our customers. This role is that of a Team Leader and is customer facing working for one of our customers based in central London. The role focuses primarily on ensuring team members are supported and managed effectively to guarantee high standards of delivery. This role will also be responsible for the management, deployment, tracking and preparation of a large number of devices. This is a hands‑on leadership role, ideal for someone who enjoys managing people, owning delivery standards and working closely with end users — without the pressure of traditional service desk support. You’ll be responsible for the day‑to‑day performance of the team, ownership of asset deployment and lifecycle processes, and maintaining excellent customer relationships.
You will be responsible for:
Team Leadership & Service Delivery
* Lead, mentor and support a small onsite IT asset / endpoint support team across multiple locations
* Resource planning, rota management and workload prioritisation
* Conduct performance reviews aligned to SLAs and KPIs
* Handle escalation management and conflict resolution
ITSM & Ticket Management
* Ownership of ticket queues within the customer ITSM system
* Quality assurance of ticket updates and documentation
* SLA compliance monitoring and reporting
IT Asset & Endpoint Management
* End‑to‑end IT asset lifecycle management (procurement to disposal)
* Tracking and auditing hardware using an Asset Management system
* Inventory management, stock control and onsite storerooms
Device Deployment & Provisioning
* Imaging and deployment of Windows and macOS devices
* Zero‑touch, user‑initiated and manual build deployments
* Preparation of new starter devices, loan devices and lab equipment
Endpoint Security & Support
* Ensure devices are compliant with security policies and patching requirements
* Perform basic hardware troubleshooting and DOA testing
* Remote wiping, locating and recovery of lost or stolen devices
Stakeholder & Customer Engagement
* Act as the primary onsite point of contact for the customer
* Collaborate with the customer’s onsite service desk and Academia teams
* Drive process improvements and adoption of best practices
Key Skills:
* Previous Team lead experience
* Able to demonstrate leadership qualities and having dealt with conflict resolution
* Fundamental understanding of endpoint hardware, operating systems, and software
* Fundamental knowledge of device management; including Jamf, Intune and MECM/SCCM, Active Directory and Group Policy
* Understanding of the different deployment mechanisms, such as zero‑touch, user initiated or manual builds
* Strong attention to detail for managing inventory databases
* Able to work independently and as part of a team
* Good written, verbal, and inter-personal communication skills
* Good planning and time management skills
* Ability to meet deadlines and service targets outlined by our contract with the customer.
* Able to manage customer expectations and report back requested information in a timely fashion
* Enjoy the IT/Tech industry and show a keen interest in on‑going personal development.
* Have been in an IT working environment for at least 36 months
Benefits
* Gym membership contribution
* Health Cash Plan
* Increased annual leave with length of service
* Free annual leave on your birthday
* Length of service bonus
* Hybrid working
* Free Will Writing service
* And more!
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