Job Summary

This role provides expert-level technical leadership in managing and optimizing enterprise device management using Microsoft Intune and Hardware Asset Management. The individual ensures efficient resolution of escalated incidents, drives best practices across device lifecycle processes, and serves as a key point of contact for complex issue analysis and stakeholder communications. They facilitate operational excellence and customer satisfaction through strategic oversight and technical mentorship within the team.

Key Responsibilities

1. Lead advanced troubleshooting and resolution of escalated device management incidents using Microsoft Intune, ensuring compliance with SLAs and organizational quality standards.
2. Oversee and optimize hardware asset lifecycle processes leveraging asset management tools, guaranteeing data integrity and accurate asset tracking.
3. Validate and approve change order implementation plans and human error compliance related to Microsoft Intune and Hardware Asset Management, minimizing service disruptions.
4. Mentor team members in the use of Microsoft Intune, VMware Workspace ONE, and JAMF, sharing technical knowledge and preparing standard operating procedures for consistent operations.
5. Analyze and validate root cause and trend analysis reports for device management and asset-related incidents, presenting findings and recommendations to business stakeholders.
6. Participate in capacity planning activities for device management platforms, ensuring scalability and alignment with organizational needs.
7. Facilitate effective communication between IT operations and business stakeholders, proactively addressing concerns and driving positive customer feedback.

Skill Requirements

1. Expert proficiency in Microsoft Intune for enterprise device management, including policy configuration, application deployment, and compliance management.
2. Excellent knowledge of Hardware Asset Management processes and lifecycle tools.
3. Strong working knowledge of VMware Workspace ONE and JAMF for crossplatform device administration.
4. Advanced skills in incident analysis, troubleshooting, and process documentation.
5. Excellent communication skills for stakeholder engagement and technical mentoring.
6. Advanced proficiency in preparing technical reports and presenting to business audiences.

Other Requirements

1. Microsoft Certified: Intune Specialist (optional but valuable)
2. Certified Hardware Asset Management Professional (CHAMP) (optional but valuable)
3. ITIL Foundation Certification (optional but valuable)