Team Leader – End User Device Support

Details

Lead Bloomberg’s AMER End User Device Support team within Employee Technology Support, owning the delivery, performance, and development of teams responsible for end-user devices, including desktops, laptops, mobile devices, monitors, docks, printers, and peripherals.

The role combines people leadership with hands-on hardware and device lifecycle expertise. You will ensure issues are fully diagnosed, risks are addressed early, recurring problems are eliminated, and employees receive a consistent technology experience. The role involves collaboration with Engineering, Infrastructure, Supply Chain, vendors, and regional teams.

Responsibilities

• Lead, coach, and develop a high-performing End User Device Support team.
• Own end-to-end delivery of device installation, break/fix, replacement, refresh, moves, onboarding, and offboarding.
• Manage hardware escalations, ensuring effective diagnosis, timely resolution, and clear employee communication.
• Oversee desktop, laptop, mobile, and peripheral inventory, lifecycle management, end-of-life refreshes, and stock availability.
• Maintain device and hardware standards while identifying opportunities to simplify and standardize the employee experience.
• Use service and hardware data to identify failure trends, prevent repeat issues, and improve device reliability.
• Partner with Engineering and Infrastructure on device platforms, deployment, patching, endpoint security, and technical changes.
• Partner with Supply Chain and vendors on procurement, logistics, repairs, warranty management, and onsite delivery.
• Manage SLAs, KPIs, workload, escalations, and operational risks, keeping the employee experience at the center of decisions.
• Share knowledge and context across Employee Technology Support and drive improvements to tools, processes, documentation, and policy.

Requirements

• 5+ years of experience in end-user technology, device support, or IT support, including at least 1 year in a leadership role.
• Proven experience coaching and developing technical support teams.
• Strong hands-on knowledge of Windows and macOS desktops and laptops, iOS and Android devices, monitors, docks, printers, and peripherals.
• Experience with device deployment, imaging/enrollment, mobile device management (MDM), asset management, break/fix, and hardware lifecycle management.
• Experience managing inventory, refresh programs, hardware standards, and vendor-supported services.
• Strong understanding of endpoint security, patching, connectivity, and enterprise device management.
• Strong problem-solving, judgment, stakeholder management, and communication skills.
• Track record of taking end-to-end ownership, preventing repeat issues, and influencing improvements beyond the immediate team.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience improving device deployment through automation or zero-touch provisioning.
• Experience managing external hardware or onsite support vendors.
• Experience supporting a global 24/7 technology environment.

Benefits

Salary is $115,000–$140,000 USD annually, plus benefits and bonus. Benefits may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental, vision, short- and long-term disability benefits, a 401(k) match, life insurance, and wellness programs.