Sr. Systems Engineer

Franchise World Headquarters, LLC

Shelton, CT

Position Overview

Subway is seeking a Senior Systems Engineer to join the Technology Infrastructure Operations & Support team, focused on engineering and managing the global enterprise endpoint, communications, and collaboration environment. This role owns the engineering, development, testing, and operational management of services supporting endpoint devices and the Microsoft 365 suite - ensuring solutions are properly designed, configured, and fit for the scale of Subway's global franchise network. The ideal candidate combines deep hands-on technical expertise in endpoint management and M365 with the ability to mentor others, influence across teams, and drive service quality and SLA compliance across a complex enterprise.

Responsibilities
• Develop, test, manage, monitor, and maintain endpoint management solutions, ensuring the success of global enterprise operations across M365, communication, and collaboration technologies; implement essential controls and service elements to support reliable, scalable operations.
• Engineer, plan, and implement technical solutions for endpoint management and end-user experience - including research and enhancements to existing service platforms, software policy configuration, and design and support of automated processes linked to Infrastructure, Identity, and Collaborative services.
• Conduct regular analysis of technology and market trends to assess foreseeable impact on services, identify potential enhancements, and present findings and recommendations to technology leads.
• Collaborate across technology teams to ensure successful project and task completion; provide technical direction, escalation support, and mentoring to the End-User Experience team; identify and drive opportunities for continuous improvement.
• Plan, monitor, and review progress against agreed SLAs for endpoint services, including management of risk, resource allocation, and quality of service.
• Lead and guide external resources managing day-to-day support for communication and collaboration technologies; provide coaching to improve customer satisfaction and ensure SLAs and ticket queues are managed to established expectations.

Qualifications
• 5+ years of hands-on experience managing Microsoft 365 and collaborative technologies in an enterprise environment.
• Strong technical skills in endpoint management systems and architectures, including modern endpoint management platforms (Microsoft Intune, SCCM, or equivalent).
• Strong familiarity with the latest endpoint management concepts, best practices, and evolving architectures.
• Demonstrated experience mentoring staff, including analysts, technicians, and engineers.
• Understanding of technology processes, procedures, and standards, including ITIL and ITSM frameworks.
• Proven ability to deliver service operations in compliance with defined SLAs.
• Ability to influence team leads, peers, and colleagues across Technology Services and Infrastructure to accomplish shared goals.
• Strong written and verbal communication skills with the ability to communicate effectively at all levels of the organization.
• Bachelor's degree in Business, Engineering, Computer Science, MIS, or a related field - or equivalent practical experience.

Preferred Qualifications
• Microsoft certifications (e.g., MS-101, MD-102, or equivalent) in endpoint management or Microsoft 365 administration.
• Experience managing communication and collaboration technologies at global enterprise scale across multiple countries.
• Experience working within a franchise or multi-unit retail/restaurant technology environment.
• Hands-on experience with automation and scripting (PowerShell, Graph API) in support of endpoint and identity management workflows.

What do we offer?
• Insurance Plans (Medical, Life)
• Pension/401K/RSP (country specific)
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time
• And More.....