Associate Director, IT Endpoint Technologies

Role Summary

The Associate Director, IT Product Management - Client Services directs the strategy, implementation, and operational excellence of endpoint technologies across the organization. This role manages a team responsible for Windows, macOS, and mobile devices. The ideal candidate will possess strong technical expertise, leadership skills, and a customer-focused approach to deliver secure, scalable, and compliant endpoint solutions that improve the employee experience.

This role is also responsible for establishing a product and customer-centric service delivery model, ensuring that endpoint solutions are not only technically reliable but also aligned with user needs, business priorities, and measurable results. By applying product management principles and continuous feedback loops, the Associate Director will help evolve endpoint services into intuitive, value-driven offerings that enhance productivity and foster innovation across the organization.

Responsibilities

• Team Leadership
  • Lead a product team of engineers responsible for endpoint design, deployment, and support.
  • Act as a player/coach by bringing leadership and guidance to the team and creating a sense of accountability across the organization.
• Performance Metrics
  • Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) for internal endpoint and client engineering teams, as well as external support teams, to ensure operational excellence.
• Product Delivery
  • Align the endpoint engineering strategy, roadmap, and lifecycle management for all corporate devices (Windows, Mac, mobile) with the customer-centric service delivery model for Client Services.
• Strategy & Roadmap
  • Actively engage with users to understand and integrate their needs into the endpoint engineering roadmap.
  • Develop and enforce technical standards, policies, and procedures for managing endpoints and providing support.
  • Oversee the design, implementation, and governance of endpoint management platforms.
  • Contribute to the creation and execution of IT service strategies and policies.
• Stakeholder Collaboration
  • Collaborate with cross-functional teams and business stakeholders, including Information Security, Core Services, and Digital Applications, to align endpoint services with business needs.
• Vendor Management
  • Manage vendor relationships, contracts, and service delivery for endpoint-related technologies and services.
• Security Mindset
  • Establish enterprise-wide standards, policies, and guidelines for endpoint platform security and compliance.
• Data & Analytics
  • Identify and collect useful data in use throughout the organization, ensuring it is readily accessible to facilitate business operations and decision-making.
• Market/Industry Analysis
  • Stay current with industry trends and emerging technologies to drive innovation and continuous improvement.
• Quality Assurance
  • Ensure that all product releases meet rigorous quality standards and compliance requirements, if any, including SOX, GxP, and 21 CFR Part 11.
• Budget Management
  • Manage budget allocation and financial planning across all product lines in his/her functional areas of support.
• Other duties as assigned.

Qualifications

• Education: Bachelor’s degree in a related discipline and 11 years of related experience; or Master’s degree in a related discipline and 9 years of related experience; or equivalent combination of education and experience.
• Experience: A minimum of 5 years of experience managing enterprise endpoint environments, including Windows, macOS, and mobile platforms. Experience in regulated industries (e.g., biotech, pharma) with knowledge of GxP and SOX compliance preferred. Strong background in endpoint security, including encryption, antivirus, and vulnerability management. Demonstrated success in leading cross-functional teams and managing complex technical projects.
• Knowledge, Skills And Abilities: Comprehensive understanding of endpoint architecture, automation, and scripting. Excellent communication and stakeholder engagement skills. Ability to balance strategic planning with hands-on technical execution. Knowledge of and experience leading an Agile-based service delivery model. Demonstrates strategic insight and consultative leadership within the client technology domain. Ability to multitask, work collaboratively across a matrix organization, and ensure flexibility in a dynamic corporate and team environment. Thorough planning and tracking skills, well-organized, results-focused, capable of managing multiple projects, and excellent time management. Exceptional judgment and problem-solving skills, including negotiation and conflict resolution. Ability to leverage both internal and external resources to expedite and deliver projects. Ability to work in a team environment, create timelines, and continually make necessary adjustments.

Education

• Bachelor’s degree in a related discipline and 11 years of related experience; or Master’s degree in a related discipline and 9 years of related experience; or Equivalent combination of education and experience.

Additional Requirements

• Work Environment/Physical Demands: On-call availability for critical escalations. Travel up to 5–10%. May require lifting equipment up to 25 lbs. Travel may be required.