Team Leader – End User Device Support

The Role

We’re looking for a New York based Team Leader to lead our AMER End User Device Support team within Employee Technology Support. You will own the delivery, performance and development of teams responsible for Bloomberg’s end-user devices, including desktops, laptops, mobile devices, monitors, docks, printers and peripherals.

You will combine strong people leadership with hands on hardware and device lifecycle expertise, ensuring issues are fully diagnosed, risks are addressed early and recurring problems are eliminated. You will work as one ETS team, partnering with Engineering, Infrastructure, Supply Chain, vendors and regional teams to deliver a consistent employee technology experience.

We’ll Trust You To

• - 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, EOL refresh and stock availability

• - Maintain device and hardware standards while identifying opportunities to simplify and standardise 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, with the employee experience at the center of decisions

• - Share knowledge and context across ETS and drive improvements to tools, processes, documentation and policy

You’ll Need To Have

• - 5+ years’ experience in end-user technology, device support, or IT support, including 1+ year in a leadership role

• - Proven experience coaching and developing technical support teams

• - Strong hands-on knowledge of Windows and macOS desktops/laptops, iOS/Android devices, monitors, docks, printers and peripherals

• - Experience with device deployment, imaging/enrolment, MDM, asset management, break/fix and hardware lifecycle management

• - Experience managing inventory, refresh programmes, hardware standards and vendor-supported services

• - Strong understanding of endpoint security, patching, connectivity and enterprise device management

• - Strong problem solving, judgement, stakeholder management and communication skills

• - A track record of taking end-to-end ownership, preventing repeat issues and influencing improvements beyond your immediate team

We’d Love To See

• - 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