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EasyCare · 4 hours ago

Manager, IT Support & Endpoint Security

Norcross, GA, US

Full-time

Onsite

Mid, Senior Level

EasyCare is seeking a Manager for IT Support & Endpoint Security who will be responsible for the design, execution, and security of the modern workplace. This strategic role involves leading the IT Service Desk to provide exceptional technical support while implementing robust security measures for the end-user environment.

Automotive

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

Endpoint SecurityUnified Endpoint ManagementITILServiceNowIncident ResponseWindows 10/11MacOSIntuneSecurity FrameworksLeadershipCommunicationTeam ManagementProblem Solving

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

EasyCare

Since 1984, EasyCare, an APCO Holdings Brand, has partnered with dealerships across the nation to drive long-term growth in F&I that carries throughout the entire dealership.

Founded in 1984