End Point Management Lead
Downer · Melbourne, VIC, Australia · hybrid
We have an exciting opportunity for an experienced and forward-thinking End Point Management Lead to join Downer Digital's Cloud & Networks team.
This is a key platform, engineering and people leadership role for a technology professional who is passionate about delivering secure, reliable and effective endpoint services. You will lead the team responsible for designing, deploying, securing and supporting endpoint devices and the platforms that manage them across the organisation.
Reporting to the Manager Workplace Services, you will work across Cloud & Networks and with Workplace Services, Service Desk, Cyber Security, Architecture, Applications, Data, Service Management, business stakeholders and strategic partners to deliver stable, secure and effective technology outcomes.
You will shape endpoint standards and operational practices, maintain visibility of device health and compliance, lead application packaging and deployment, and drive continuous improvement across endpoint services and the employee technology experience.
The role will also help evolve endpoint management through approved AI-assisted capabilities, automation, telemetry and analytics. This includes using trusted device and service data to identify emerging issues, improve prioritisation, support faster diagnosis and enable proactive remediation, while retaining accountable human oversight for decisions, exceptions and higher-risk actions.
Operating within a product-led DevOps model, this role works across the full lifecycle from strategy and technical design through build, release and run, without a traditional Plan-Build-Run handoff.
This role can be based in our Sydney (North Ryde), Melbourne (Collins Street) or Brisbane (Milton) offices.
About the Role
In this role you will:
- Lead the endpoint management team and provide clear technical direction, coaching, priorities and accountability.
- Develop and maintain endpoint management standards, operational practices, standard operating environments and support models.
- Own enterprise application packaging and deployment in alignment with ITIL Deployment Management practices.
- Lead endpoint lifecycle, configuration and management activities across laptops, desktops, mobile devices and related management platforms.
- Maintain visibility of endpoint health, configuration, compliance, asset status, service performance and supportability.
- Coordinate endpoint changes, releases, upgrades, pilots, testing, communications and service transition activities through agreed change processes.
- Work with Cyber Security to support endpoint protection, secure configuration, vulnerability and patch remediation, policy enforcement and data protection controls.
- Monitor incidents, recurring issues, user impact and service performance, ensuring problems are escalated and improved through service management processes.
- Partner with Workplace Services, Service Desk, security, service management and supplier teams to resolve endpoint issues and improve support outcomes.
- Support modern remote and hybrid work through reliable endpoint services and effective integration with collaboration capabilities.
- Maintain an effective software catalogue and manage application deployment and lifecycle activities across the endpoint estate.
- Improve endpoint automation, documentation, knowledge, operational procedures and service reporting.
- Work with suppliers and technology vendors to deliver practical, scalable and sustainable endpoint outcomes.
- Track improvement actions, service outcomes, risks and decisions through appropriate operational and governance forums.
AI-Assisted Endpoint Management
You will lead the practical adoption of approved AI-assisted capabilities within endpoint engineering and operations. This will include:
- Defining safe and supportable uses of AI assistants and automation for endpoint monitoring, diagnosis, knowledge retrieval, operational summarisation and remediation support.
- Using endpoint telemetry, configuration, compliance, service and customer interaction data to identify experience issues and emerging operational risks earlier.
- Improving prioritisation by correlating device health, incident patterns, vulnerability exposure, user impact and service performance.
- Enabling proactive and automated remediation for approved, well-controlled and repeatable endpoint scenarios.
- Improving the quality and accessibility of endpoint knowledge used by engineering teams, the Service Desk and self-service channels.
- Ensuring AI-generated recommendations and automated actions are traceable, auditable and subject to appropriate human review, approval and exception handling.
- Working with Architecture, Cyber Security, Data, Service Management and suppliers to ensure AI-assisted solutions align with enterprise standards, privacy, security and responsible AI requirements.
- Measuring whether AI and automation improve service reliability, resolution quality, employee experience and operational efficiency.
Success in this role will be demonstrated through:
- Stable, secure and supportable endpoint services across the organisation.
- Clear endpoint standards, ownership, operational practices and lifecycle controls.
- Improved visibility of endpoint health, configuration, compliance, vulnerabilities and user impact.
- Consistent and controlled application packaging, deployment, release and upgrade outcomes.
- Reduced recurring endpoint issues through effective problem management, automation and continual improvement.
- Closer alignment between endpoint engineering, the Service Desk, Cyber Security, Service Management and suppliers.
- Responsible use of AI-assisted capabilities and proactive remediation, with clear controls and accountable human oversight.
- Measurable improvement in service performance, employee experience, operational efficiency and risk management.
- A capable, engaged team with strong documentation, knowledge sharing and continuous learning practices.
Our Ideal Candidate
You are a collaborative and practical technology leader with strong endpoint engineering, operational management and service improvement experience. You can lead people, set technical direction and translate complex endpoint requirements into clear priorities, risks and business outcomes.
You are comfortable working across technical and organisational boundaries and can balance employee experience, operational continuity, cyber security, compliance, cost and delivery needs. You combine sound judgement with a continuous improvement mindset and can introduce automation and AI-assisted capabilities in a controlled, measurable and supportable way.
You Bring:
- A bachelor's degree in information technology, business, engineering, project management or equivalent practical experience.
- 7+ years of experience in information technology, digital services, delivery, operations or a related endpoint or workplace technology role.
- Demonstrated experience leading endpoint management operations, deployment, lifecycle activities and service improvement initiatives in a complex enterprise environment.
- Strong understanding of endpoint management, device lifecycle, deployment, workplace services and operational support.
- Experience with endpoint security, secure configuration, compliance, vulnerability and patch management, policy enforcement and data protection practices.
- Experience managing enterprise application packaging, deployment, software catalogue and release activities.
- Experience monitoring endpoint health, service performance, incidents, compliance and improvement actions.
- Knowledge of ITIL service management practices, including deployment, incident, request, problem, change and continual improvement.
- Experience working with internal teams, business stakeholders, managed service providers and technology suppliers.
- Experience translating technical