UK

United Kingdom · Technology and data · Principal/Manager (12-16 years)

Endpoint Systems Manager

Here is the whole job, in plain words. What it is, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

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  • Experience bandPrincipal/Manager (12-16 years)
  • Direct reports10-15 reports
  • Reports toDirector of End-User Computing
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Desktop Support Manager · End-User Computing Lead · IT Support Manager (Endpoints) · Client Platform Manager

Built on 43,079 real UK job descriptions we analysed · grounded in qualifications employers recognise

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

Pearson BTEC Level 5 Higher National Diploma in Cloud Computing Pearson Education Ltd · Level 5 · covers 1 of 13 standards
OTHM Level 5 Diploma in Project Management OTHM Qualifications · Level 5 · covers 1 of 13 standards
Highfield Level 5 Diploma in Operations Management Highfield Qualifications · Level 5 · covers 1 of 13 standards
ETCAL Level 3 NVQ Diploma in Engineering Technical Support ETC Awards Limited · Level 3 · covers 4 of 13 standards
EAL Level 3 NVQ Extended Diploma in Engineering Technical Support Excellence, Achievement & Learning Limited · Level 3 · covers 3 of 13 standards
EAL Level 3 Diploma in Advanced Manufacturing and Engineering - Technical Support Technician (Development Competence) Excellence, Achievement & Learning Limited · Level 3 · covers 3 of 13 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Software Development Methodologies in the Cloud Pearson BTEC Level 5 Higher National Diploma in Cloud Computing
Digital Business Practices OTHM Level 5 Diploma in Project Management
Project Implementation Highfield Level 5 Diploma in Operations Management
Providing Operational Support for Computer Control Programs ETCAL Level 3 NVQ Diploma in Engineering Technical Support
General maintenance engineering applications EAL Level 3 NVQ Extended Diploma in Engineering Technical Support
Producing off-line programs for CNC laser profiling machines EAL Level 3 Diploma in Advanced Manufacturing and Engineering - Technical Support Technician (Development Competence)

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
Automation Fluency building AI into how work runs
Trust Fluency keeping the digital world safe
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Your Plan Illustration

Built for Endpoint Systems Manager

6 units that map to this job, from the qualifications that cover it.

  1. Software Development Methodologies in the Cloud Pearson Education Ltd · covers 1 of 13 standards Level 5
  2. Digital Business Practices OTHM Qualifications · covers 1 of 13 standards Level 5
  3. Project Implementation Highfield Qualifications · covers 1 of 13 standards Level 5
  4. Providing Operational Support for Computer Control Programs ETC Awards Limited · covers 4 of 13 standards Level 3
  5. General maintenance engineering applications Excellence, Achievement & Learning Limited · covers 3 of 13 standards Level 3
  6. Producing off-line programs for CNC laser profiling machines Excellence, Achievement & Learning Limited · covers 3 of 13 standards Level 3
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as an Endpoint Systems Manager?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Zero Trust Architecture Principles
  • AI/ML for Proactive IT Operations
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Endpoint Systems Manager plan as you set up, starting with a Future Fluency module on using AI in your job. No card.

Your first Future Fluency module is free. After that, your AI tutor is £70 a month.

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3What this role really is

An endpoint systems manager keeps laptops, logins and printers working so everyone else can do their jobs. This means building the systems and leading the team that keeps computers, logins and access running for a whole workforce. If someone cannot log in, print, or their machine is slow, it becomes this team's problem to fix.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

ServiceNow / Jira Service Management (ITSM) Expert

Owning the platform strategy, configuring workflows, managing SLAs, building advanced reports and dashboards, integrating with other systems, and making strategic decisions about its use and optimisation for your team.

Microsoft Intune / Jamf Pro / Kandji (MDM) Expert

Designing the entire endpoint management architecture, setting enterprise-wide security and configuration policies, evaluating new MDM platforms, and ensuring compliance across all devices.

Microsoft Entra ID (Azure AD) / Active Directory Expert

Architecting the identity and access management (IAM) strategy for the enterprise, planning migrations, managing hybrid identity, and designing robust Conditional Access Policies.

Microsoft Deployment Toolkit (MDT) / Windows Autopilot Expert

Defining the enterprise OS deployment and lifecycle strategy, making build vs. buy decisions for imaging solutions, and overseeing the creation and maintenance of 'golden images' and Autopilot profiles.

Microsoft 365 Admin Center / Google Workspace Admin Advanced

Governing the entire M365/Google Workspace tenant, planning for major feature rollouts, and managing platform security and compliance from an endpoint perspective.

Confluence / SharePoint / IT Glue (Knowledge Base) Expert

Designing the knowledge management strategy and platform, analysing KB usage metrics to identify knowledge gaps, and ensuring the team consistently contributes high-quality, up-to-date documentation.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Team Hiring & Performance No authority; provides feedback on candidates and peers. Provides strong input on hiring decisions; informal mentoring; participates in peer performance reviews. Leads interviews, makes recommendations for hiring; formal mentorship; conducts performance reviews for junior staff.
Budget Allocation & Spend No authority; flags potential cost savings. Suggests cost-effective solutions for specific tasks; estimates project costs. Recommends tool purchases up to £5K; manages small project budgets up to £20K.
Technical Architecture & Tool Selection Follows established procedures and uses approved tools. Selects appropriate tools/methods for routine problems; proposes new tools for review. Designs and implements solutions for specific workstreams; recommends new tools/technologies to leadership.
Policy & Process Definition Follows existing policies and processes. Suggests improvements to existing processes; documents new procedures for approval. Designs and implements new processes or policies for specific areas (e.g., hardware refresh process).

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Total Cost of Ownership (TCO) per Endpoint
The overall cost of acquiring, deploying, managing, and supporting each end-user device.
Target · Achieve a 5-8% year-on-year reduction without compromising quality or user experience.

If our current TCO is £1,500 per device, you'd aim to bring that down to £1,425-£1,380 next year through smart procurement, automation, and efficient lifecycle management.

Endpoint Uptime & Availability
The percentage of time our managed devices are operational and accessible to users.
Target · Maintain 99.9% availability for all managed devices across the organisation.

If we have 500 endpoints, 99.9% uptime means less than 30 minutes of unplanned downtime per device per month. You'll track this through MDM reporting and incident logs.

Strategic Initiative Success Rate
The successful rollout and adoption of new platforms, security models, or major system upgrades.
Target · 85% of major endpoint projects (e.g., Zero Trust rollout, new MDM platform) completed on time and within budget, meeting defined success criteria.

Successfully rolling out a new enterprise-wide antivirus solution to 100% of endpoints within 6 months, with minimal user disruption and full compliance reporting enabled.

Team Productivity & Efficiency
How effectively your team handles support requests and project work, often measured by ticket volume per agent or project velocity.
Target · Increase average tickets resolved per agent by 10% year-on-year, or reduce average resolution time by 15% for P3/P4 incidents.

If your team currently closes 500 tickets a month with an average resolution time of 8 hours, you'd aim for 550 tickets or an average resolution time of 6.8 hours, often through automation or improved processes.

Team Engagement & Development
How well your team is motivated, growing, and retaining talent. It's about building a strong, capable group.
  • High scores on internal team surveys (e.g., 'I feel supported by my manager'), low voluntary attrition rates, successful internal promotions, visible skill development through training programmes, and positive feedback from direct reports during 1-to-1s.
Vendor Relationship Quality
How effectively you manage relationships with key hardware and software suppliers, ensuring we get the best service and value.
  • Positive feedback from vendor account managers, successful negotiation of contract renewals, proactive suggestions from vendors that benefit us, and minimal disputes or service issues. You're seen as a fair but firm partner.
Proactive Problem Management
Moving beyond just fixing things when they break, to anticipating and preventing issues before they impact users.
  • A noticeable reduction in recurring 'known issues', successful implementation of preventative maintenance schedules, early identification of potential system failures (e.g., through monitoring alerts), and a robust knowledge management strategy that reduces future ticket volume.
Strategic Influence & Collaboration
Your ability to shape the broader IT strategy and work effectively with other departments.
  • Being consulted early on new business initiatives, positive feedback from other IT managers and business leaders on cross-functional projects, your ideas being adopted in wider IT strategy documents, and successful joint projects with teams like Cyber Security or HR.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Building and Developing a High-Performing Team

You'll spend time mentoring your direct reports, setting clear objectives, celebrating their wins, and helping them navigate challenges. You'll feel a real sense of satisfaction seeing your team members grow and take on more responsibility, knowing you've played a part in their success.

Seeing a junior team member you've coached successfully lead their first small project, or getting positive feedback from a colleague about how much they've learned from your team.

Driving Strategic Impact and Improvement

You'll be constantly looking for ways to make things better, whether that's implementing new technologies, optimising processes, or reducing costs. You'll get a kick out of seeing your strategic plans move from whiteboard ideas to actual, working solutions that benefit the entire company.

Successfully rolling out a new MDM solution that significantly improves security and reduces manual effort, or negotiating a better deal with a hardware vendor that saves the company £100K annually.

Solving Complex Organisational Challenges

This isn't just about fixing individual problems; it's about tackling the bigger, messier issues that affect many people. You'll enjoy dissecting complex incidents, understanding the root causes, and implementing solutions that prevent recurrence across the entire enterprise.

Identifying that a recurring 'slow laptop' issue is actually due to an outdated GPO affecting resource allocation, and then implementing a fix that resolves the problem for hundreds of users.

What frustrates people
  • Being pulled into urgent, low-priority issues that derail your strategic planning.
  • Dealing with budget constraints that prevent you from implementing ideal solutions.
  • Managing underperforming team members (it's part of the job, but never easy).
  • Legacy systems that refuse to die, requiring constant, tedious maintenance.
  • The constant pressure to do more with less, especially when it comes to resources.
  • Getting buy-in from other departments for changes that are clearly beneficial but disrupt their 'way of doing things'.
What this role does not give you
  • A purely technical, hands-on role with no management responsibilities.
  • A quiet, predictable environment with no urgent interruptions.
  • Complete autonomy without needing to justify decisions or manage budgets.
  • The ability to ignore the 'people' side of IT and focus solely on the 'tech' side.

8Who you work with

This role directly impacts the productivity, satisfaction, and security posture of every single employee. You're responsible for the tools they use daily, so your decisions affect everything from how quickly a new hire gets set up to how secure our data is on every laptop. A well-run endpoint team means less downtime, happier colleagues, and a more secure organisation. Get it wrong, and you'll see a ripple effect of frustration and inefficiency across the entire company.

Inside the business
  • Director of End-User Computing (your boss)
  • Head of IT Operations
  • Cyber Security Manager
  • HR and People Operations (for onboarding/offboarding)
  • Finance Department (for budget and procurement)
  • Senior Business Leaders (when their tech isn't working!)
Outside the business
  • Hardware and Software Vendors (Dell, Microsoft, Apple, Jamf)
  • Managed Service Providers (MSPs) for specific projects
  • Industry peers and professional networks

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Extensive experience (at least 5-8 years) as a Senior Desktop Support Specialist or Lead Desktop Support Engineer, demonstrating a strong track record of technical problem-solving and project leadership.
  • Proven experience managing or mentoring a team, even if it was informal leadership or project-based team lead roles. We need to see you've guided others.
  • Demonstrable experience in managing IT projects from conception to completion, including planning, resource allocation, and stakeholder communication.
  • A solid understanding of IT security principles and best practices, specifically as they apply to end-user devices.
  • Experience with budget management or significant input into budget planning for IT hardware/software.
  • Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical audiences and senior leadership.

10What to practise next

Where the job is going, and what to do about it starting this week.

Cloud-Native Endpoint Management & DaaS

The shift to cloud-first is accelerating. Managing devices entirely from the cloud (e.g., Intune, Autopilot) and providing Desktops as a Service (DaaS) are becoming standard. You'll need to understand how to design and manage these environments.

Azure Virtual Desktop / Windows 365 · Endpoint Analytics · Cloud Identity Integration · Modern Provisioning

  • This month: Complete Microsoft Learn paths on Intune and Windows Autopilot.
  • Next quarter: Explore DaaS offerings from Microsoft or other providers, understanding their use cases and management.
  • Month 3-6: Develop a strategy for moving more of our endpoint management to a purely cloud-native model.
  • Month 6: Present a business case for a DaaS pilot project for a specific user group.

Quick win: Ensure all new devices are enrolled via Autopilot. Start using Endpoint Analytics to identify recurring performance issues on user devices.

11Staying current once you are in

What people here do to keep up
  • Regularly attend industry conferences (e.g., Microsoft Ignite, Jamf Nation Live, Gartner IT Symposium) to stay abreast of emerging trends and network with peers.
  • Participate in online communities and forums for endpoint management professionals (e.g., Reddit's r/sysadmin, specific vendor forums) to share knowledge and learn from others.
  • Actively engage in leadership development programmes, either internal or external, to hone your management and strategic skills.
  • Read industry publications, whitepapers, and analyst reports to understand market shifts and new technologies.
  • Seek out opportunities to mentor junior IT professionals, as teaching often solidifies your own understanding and leadership abilities.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Zero Trust Architecture Principles

Traditional perimeter security is dead. With hybrid work and cloud services, we can't assume anything inside our network is safe. Zero Trust is becoming the standard for securing access to resources, regardless of location or device.

  • Never Trust, Always Verify
  • Least Privilege Access
  • Micro-segmentation
  • Continuous Monitoring & Validation

AI/ML for Proactive IT Operations

AI isn't just for ticket triage anymore. It's moving into predictive analytics for system health, anomaly detection, and even automated remediation. Managers who understand how to use AI to make their operations proactive, rather than reactive, will lead the pack.

  • Predictive Maintenance
  • Anomaly Detection
  • Automated Remediation
  • AI-Powered Insights

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • ITIL Framework (Strategic Application)
  • Root Cause Analysis (RCA) Leadership
  • Knowledge-Centered Service (KCS) Strategy
  • Endpoint Security & Compliance
  • Cloud Identity & Access Management (IAM)
  • Automation & Scripting Strategy

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Senior Desktop Support Specialist (Internal Promotion)

    5-8 years of experience, with 2-3 years in a senior role.

    Skills to master

    • Leading small projects, mentoring junior staff, acting as an escalation point, developing advanced automation scripts, and demonstrating strong problem-solving skills beyond just individual tickets.

    You're ready to move on when

    • Consistently exceeding performance expectations as a Senior Specialist.
    • Successfully leading significant technical projects (e.g., OS upgrades, hardware refreshes).
    • Receiving positive feedback on your mentorship and leadership of junior colleagues.
    • Proactively identifying and proposing solutions for systemic issues, not just fixing symptoms.
  2. 2

    Lead Desktop Support Engineer (External Hire)

    8-12 years of experience, with a focus on architecture and automation.

    Skills to master

    • Designing and implementing new endpoint solutions, deep expertise in MDM/imaging, a strong focus on automation and scripting, and experience influencing technical direction.

    You're ready to move on when

    • Proven track record of designing and deploying enterprise-level endpoint solutions.
    • Extensive experience with our core tech stack (Intune, Jamf, Entra ID) at an architectural level.
    • Demonstrable ability to lead technical initiatives and drive best practices within a team.
    • Strong communication skills, able to articulate complex technical ideas to both technical and non-technical audiences.
  3. 3

    IT Manager (from a different specialism, e.g., Network/Server)

    10-15 years in IT, with 3-5 years in a management role.

    Skills to master

    • Strong general IT management principles, budget control, people leadership, and a willingness to quickly gain deep knowledge of endpoint-specific technologies.

    You're ready to move on when

    • Successful management of an IT team in a related domain, with demonstrable results.
    • A clear understanding of IT operations, service delivery, and strategic planning.
    • A genuine interest and aptitude for quickly mastering endpoint management technologies and challenges.
    • Excellent leadership and communication skills, transferable across IT functions.

15Where this role leads

The long view: This role can lead to senior IT leadership positions such as VP of IT infrastructure or CIO, or into broader roles managing the digital workplace.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Endpoint Systems Manager is actually changing.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • IT Operations Manager / Head of IT Operations (L6-L7)

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Software Development Methodologies in the Cloud, worked against Endpoint Systems Manager.

Software Development Methodologies in the Cloud Level 5

Applied to your work in Endpoint Systems Manager

The objective of this unit is to enable learners to understand and apply software development methodologies in the cloud. Learners will discuss the impact of different software development lifecycles, develop a project management proposal for a cloud-deployed solution, implement the solution using a DevOps pipeline, and demonstrate collaborative software development practices.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

Start my Endpoint Systems Manager plan, free
See Your Progress Grow Illustration
Endpoint Systems Manager
  • ITIL Framework (Strategic Application)
  • Root Cause Analysis (RCA) Leadership
  • Knowledge-Centered Service (KCS) Strategy
  • Endpoint Security & Compliance
  • Cloud Identity & Access Management (IAM)
  • Automation & Scripting Strategy
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Endpoint Systems Manager is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Director of End-User Computing (L6)

    3-5 years in the Endpoint Systems Manager role.

    From managing a specific function to owning the entire end-user experience across a business unit or the entire company.

    • IT Governance Establishing frameworks for decision-making and accountability across IT.
    • Vendor Ecosystem Management Managing a portfolio of strategic vendor relationships.
    • Enterprise Architecture Principles Understanding how end-user computing fits into the broader IT landscape.
    • Risk & Compliance Leadership Owning the overall risk posture for end-user systems.

  2. IT Operations Manager / Head of IT Operations (L6-L7)

    4-6 years in the Endpoint Systems Manager role.

    Expanding your remit from just endpoints to overseeing other IT operational teams (e.g., Network Operations, Server Operations, Service Desk).

    • Network Operations Management Oversight of network infrastructure and services.
    • Server & Cloud Infrastructure Management Oversight of data centre and cloud compute resources.
    • IT Security Operations Working closely with SecOps on broader threat detection and response.
    • Disaster Recovery & Business Continuity Leading planning and execution for IT resilience.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real, managing endpoints and a support team is a constant juggling act. You're always looking for ways to make your team more efficient, reduce manual grunt work, and free them up to tackle the really interesting stuff. Well, AI isn't just a buzzword here; it's a game-changer for how your team operates.

Imagine a world where your team spends less time on repetitive tasks and more time on proactive problem-solving and strategic projects. AI tools are already transforming how we handle support tickets, predict issues, and even communicate with users. As the Endpoint Systems Manager, you'll be leading the charge to integrate these smart tools, not just for individual productivity, but to elevate your entire team's output and impact.

Automated Ticket Triage & Routing

AI can read incoming support tickets, understand the intent, categorise the issue (e.g., 'Hardware', 'Software', 'Access'), set the right priority, and automatically route it to the most appropriate specialist or queue. This means your team gets the right tickets faster, and less time is wasted on manual sorting.

Predictive Incident Analysis

Imagine AI sifting through historical ticket data and real-time system logs to spot emerging patterns. It could alert your team that '15 users on the 3rd floor are reporting slow Wi-Fi in the last hour,' potentially identifying a failing access point before it becomes a full-blown outage. This shifts your team from reactive fire-fighting to proactive problem prevention.

Smart Knowledge Base Search

Your team spends a lot of time searching for solutions. An AI-powered knowledge base search understands natural language queries like 'user can't print from Excel to the HP in marketing' and surfaces the exact, most relevant KB article, even if the keywords aren't a perfect match. This dramatically cuts down on resolution times and ensures consistency.

Plain-Language Summary Generator

After your team resolves a complex technical issue, AI can generate two distinct summaries from their detailed technical notes: one comprehensive version for the internal knowledge base (ensuring future consistency) and another simple, non-technical explanation for the end-user's follow-up email. This improves communication and documentation quality, saving time on both ends.

Common questions

Common questions

How do you become an Endpoint Systems Manager?

Common routes in include Senior Desktop Support Specialist (Internal Promotion) (5-8 years of experience, with 2-3 years in a senior role.), Lead Desktop Support Engineer (External Hire) (8-12 years of experience, with a focus on architecture and automation.) and IT Manager (from a different specialism, e.g., Network/Server) (10-15 years in IT, with 3-5 years in a management role.). Times vary with prior experience.

Where can an Endpoint Systems Manager progress to?

This role can lead on to Director of End-User Computing (3-5 years in the Endpoint Systems Manager role.) and IT Operations Manager / Head of IT Operations (4-6 years in the Endpoint Systems Manager role.), depending on the skills you build.

What new skills matter most for an Endpoint Systems Manager?

Increasingly, Zero Trust Architecture Principles and AI/ML for Proactive IT Operations. These are the skills our record of this role lists as growing.

Free tools

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17Where to go from here

Other roles at Level 5

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in technology and data

Stay in the field you know and move sideways rather than up.
If you leave this industry

The skills built in this role, including people management, budget control, planning and IT operations, apply across almost any industry. Most organisations need IT leadership, so the path is not limited to technical roles alone.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my Endpoint Systems Manager plan, free What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.