Job Summary

This role is accountable for overseeing the operations management of complex Video/Telepresence, MECM, and Intune environments. The individual ensures the stability and optimization of critical collaboration and device management platforms, drives process improvements, and empowers teams to deliver on client SLAs. They play a key role in fostering innovation, problem-solving, and operational excellence within the organization.

Key Responsibilities

1. Oversee operational management and incident resolution using Video/Telepresence platforms (e.g., Cisco Webex, Polycom) and Microsoft MECM/Intune, ensuring service availability and compliance with client SLAs.
2. Lead team in deploying, configuring, and maintaining enterprise Video/Telepresence infrastructure and MECM/Intune environments, ensuring optimal performance and security.
3. Drive process improvements by evaluating support workflows, leveraging analytics and automation tools within MECM and Intune to enhance operational efficiency.
4. Mentor and guide technical teams in troubleshooting complex issues related to unified communications and endpoint management solutions, fostering a culture of knowledge sharing and technical excellence.
5. Engage with clients to understand evolving requirements, translating business needs into actionable operational plans across Video/Telepresence and MECM/Intune platforms.
6. Implement and monitor management reporting systems that deliver actionable insights on service quality, system health, and compliance for Video/Telepresence and MECM/Intune environments.
7. Champion innovation by introducing new technologies, automation scripts, and best practices to elevate operational maturity and client satisfaction.

Skill Requirements

1. Excellent Knowledge Of Microsoft Mecm (Sccm) And Intune For LargeScale Device Management, Software Deployment, And Compliance Enforcement.
2. Advanced Skills In Network Voice Technologies, Including Voip Protocols, Sip, And Qos Optimization.
3. Strong Experience In Operational Analytics, Process Optimization, And Automation Within It Support Environments.
4. Excellent Leadership And Mentoring Abilities In Managing Technical Support Teams.
5. InDepth Understanding Of ItilBased Service Management And Continuous Improvement Methodologies.
6. Excellent Communication And Client Engagement Skills, With The Ability To Translate Technical Issues Into Business Impact.

Other Requirements

1. ITIL Foundation or higher certification (optional but valuable)
2. Microsoft Certified: Endpoint Administrator Associate (optional but valuable)
3. Cisco Certified Network Associate (CCNA) Collaboration or equivalent (optional but valuable