Director of Endpoint Technology

At the MBTA we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe reliable and accessible transportation. MBTAs core values are built around safety service equity sustainability culture and accessibility and each employee that works for the MBTA performs their roles based on our vision mission and includes attendance participation and contribution in local safety committee meetings as needed.

The 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.

• 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.

• Directly supervise a team of Endpoint Technology Analysts.

• Bachelors 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.

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelors degree requirement.
• An associates degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelors degree requirement.
• A masters 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.

• 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.

Job Conditions:

• Ability to effectively read comprehend communicate and respond to instructions orders signs notices inquiries English.
• Be at least eighteen (18) years of age except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston MA metro area as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively independently and as part of a diverseworkforce team (or supervise if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules regulations collective bargaining agreements (if applicable) and policies of the MBTA including the EEO anti-discrimination anti-harassment and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate) including overall employment job performance discipline and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check comprehensive background screening and / or medical Clinic screening potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned directed or necessary for this position including (for some transit / operations roles) up to twenty-four (24) hours per day seven (7) days per week as necessary to accommodate severe weather conditions emergencies or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally interns / co-ops must have valid work authorization and U.S. Social Security Numberprior to starting pre-employment screenings / pre-boarding working in their positions and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary general nature and complexity of typical job functions and do not represent an exhaustive list of all duties tasks and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicants responsibility to ensure application details are entered completely and correctly including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines:Applicants should apply as soon as possible as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment:The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility:All employees must be legally authorized to work in the United States and on an unrestricted MBTA does not have an employer work sponsorship program. However if you have unrestricted work authorization or are sponsored by a separate entity you are welcome to all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews:Candidates should ensure they arrive on time are prepared can remain for the duration and if remote are in a quiet place without distraction for the interview. Candidates who do not attend their interview without advance authorization including an email confirmation of a rescheduled time/date from Human Resources will be considered a no-show and disqualified from consideration for the position. Related to rescheduling on a one-time basis and due to something emergent you may be allowed to reschedule the addition Human Resources may require documentation supporting the request. However should you need to reschedule you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions:Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions:Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff:During declared states of emergency employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process please contact the MBTAs ADA Unit at or .
11. Diversity Equity and Inclusion:The MBTA is an Equal Employment Opportunity Employer. For terms descriptions and definitions related to diversity equity inclusion veteran status and immediate family members that you may find on the application form please visit / Co-Op Benefits: Employees taking part in an internship orco-opat the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass based on the city from which the intern / co-opcommutes to workat no cost. However no additional benefits are currently offered for interns orco-ops.