Rider's Advantage (An APCO Holdings Brand) ยท 5 hours ago
Manager, IT Support & Endpoint Security
Norcross, GA, US
Full-time
Onsite
Mid, Senior LevelRider's Advantage, an APCO Holdings Brand, is seeking a Manager for IT Support & Endpoint Security. This strategic role involves leading the IT Service Desk to provide exceptional technical support while ensuring the security of the end-user environment through effective management and operational excellence.
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Responsibilities
Lead, mentor, and scale a service desk team focused on high-quality ticket resolution and user satisfaction
Build and maintain an intuitive Service Catalog and a 'Shift-Left' Knowledge Base to empower user self-service
Manage the full ticket lifecycle within the ITSM (e.g., ServiceNow/Jira). Identify recurring technical 'noise' and implement permanent structural fixes
Beyond simple SLAs, you will measure IT success through user sentiment, productivity impact, and First Contact Resolution (FCR) rates
Architect a seamless, secure 'Day 1' experience, ensuring hardware and access are ready for new hires while maintaining rigorous 'Kill-Chain' procedures for departures
Own the configuration and security policies for the entire fleet (Windows, macOS, Mobile) using tools like Intune or Jamf
Manage the automated deployment of OS and third-party application patches. Monitor and remediate workstation vulnerabilities to maintain a zero-vulnerability posture
Configure and monitor endpoint protection tools, including EDR/XDR, disk encryption (BitLocker/FileVault), and local admin password management (LAPS)
Enforce Multi-Factor Authentication (MFA) and Conditional Access policies to ensure only compliant devices access company data
Act as the first responder for security alerts triggered on user devices, leading containment and remediation efforts
Manage the procurement, imaging (Autopilot/ABM), and sustainable disposal of hardware assets
Design and lead phishing simulations and security training to turn employees into the 'human firewall.'
Ensure the end-user environment meets regulatory requirements (SOC2, GDPR, HIPAA) through regular audits of access and device health
Qualification
Required
High-empathy leadership
Operational excellence (ITIL)
Zero-trust security mindset
Lead, mentor, and scale a service desk team
Build and maintain an intuitive Service Catalog
Manage the full ticket lifecycle within the ITSM (e.g., ServiceNow/Jira)
Measure IT success through user sentiment, productivity impact, and First Contact Resolution (FCR) rates
Architect a seamless, secure 'Day 1' experience for new hires
Own the configuration and security policies for the entire fleet (Windows, macOS, Mobile)
Manage the automated deployment of OS and third-party application patches
Monitor and remediate workstation vulnerabilities
Configure and monitor endpoint protection tools, including EDR/XDR, disk encryption (BitLocker/FileVault), and local admin password management (LAPS)
Enforce Multi-Factor Authentication (MFA) and Conditional Access policies
Act as the first responder for security alerts triggered on user devices
Manage the procurement, imaging (Autopilot/ABM), and sustainable disposal of hardware assets
Design and lead phishing simulations and security training
Ensure the end-user environment meets regulatory requirements (SOC2, GDPR, HIPAA)
Expert-level knowledge of Windows 10/11 and macOS
Proficiency in Intune, Jamf, or similar MDM/UEM platforms
Practical application of CIS Benchmarks or NIST frameworks for device hardening
Experience configuring and optimizing Service Desk ticketing workflows
Company
Rider's Advantage (An APCO Holdings Brand)
Rider's Advantage creates an atmosphere where the dealer is top priority.
Founded in 1999
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2024-06-26Acquired
Company data provided by crunchbase