Technical service manager

A senior-level consultancy is seeking an experienced Collaboration and Endpoint Services Specialist to lead technical service design, endpoint governance, and collaboration platform operations across a complex enterprise environment. This is a hands-on technical role with decision-making authority, stakeholder-facing responsibilities, and cross-functional leadership across service desk, engineering, and vendor management teams.

About the Role

We’re looking for a Microsoft Collaboration & Security Specialist to lead the secure configuration and optimisation of Microsoft Teams, Intune, Azure AD, Exchange, and collaboration endpoints. This role includes strategic input, hands-on delivery, technical mentorship, and ownership of security and compliance across hybrid environments. You'll work with enterprise clients, vendors, and internal stakeholders to ensure services are scalable, resilient, and audit-ready.

Key Responsibilities

• Act as the technical authority for Microsoft Teams, Teams Rooms, and Skype for Business.

• Configure and manage Intune policies for device compliance and application deployment.

• Deploy and maintain Windows Autopilot provisioning for secure endpoints.

• Manage lifecycle of Privileged Access Workstations (PAWs) and FIDO2 token policies.

• Oversee Azure AD and Entra ID identity governance and conditional access.

• Apply and monitor compliance aligned to UK government security classifications.

• Administer Microsoft Defender and Microsoft Security Center for threat management.

• Coordinate firmware/OS updates, infrastructure changes, and beta deployments.

• Maintain CMDB accuracy and track device lifecycles.

• Lead technical change control, including approvals and rollback strategies.

• Run quarterly compliance audits and oversee remediation efforts.

• Act as senior technical escalation point for incidents and service interruptions.

• Provide mentorship to Field Engineering and Service Desk personnel.

• Develop and maintain performance dashboards (SLA/KPI reporting).

• Conduct root cause analyses and lead service improvement reviews.

• Host service roadmap and technical review meetings with internal teams and clients.

• Collaborate with vendors including Microsoft, HP/Poly, and Samsung on solution alignment.

• Track vendor product roadmaps and plan rollout timelines.

• Define and manage AV room classification standards and hardware catalogues.

• Maintain documentation including device-build guides and technical standards.

• Coordinate and report on proof-of-concept (POC) testing and validation.

• Deliver end-user and internal training for new tools and policies.

• Plan and support business continuity and disaster recovery testing.

• Translate policy and compliance guidelines into operational technical controls.

• Operate within a SIAM framework for incidents, service requests, and change management.

Skills & Experience

• Deep expertise in Microsoft 365, Teams, Intune, Autopilot, Azure AD, and Exchange.

• Strong understanding of endpoint security, compliance, and identity governance.

• Experience mentoring technical staff and leading escalations.

• Knowledge of AV and collaboration tools including HP/Poly and Microsoft-certified devices.

• Familiarity with UK government security frameworks and ITIL or SIAM practices.