Job Description

Job Summary

This role serves as a technical expert in enterprise device management and client lifecycle operations, ensuring seamless resolution of high-priority escalations and complex incidents. The individual contributes to operational excellence, mentors team members, and acts as a key point of contact for business stakeholders, driving positive customer outcomes and supporting business growth initiatives.

Key Responsibilities

1. Lead incident and escalation resolution using Microsoft Intune, SCCM/SMS, and Client Lifecycle Management tools, ensuring adherence to SLAs and maintaining high quality standards.
2. Analyze and validate change order implementation plans and human error compliance for enterprise mobility and client management environments.
3. Mentor team members by sharing advanced knowledge, preparing standard operating procedures, and maintaining comprehensive technical documentation for Microsoft EMS and CLM processes.
4. Conduct detailed root cause and trend analysis using SCCM/SMS and Intune, preparing reports for presentation to business stakeholders.
5. Participate in capacity planning and identify business enablement opportunities related to client lifecycle and endpoint management solutions.
6. Engage with customers during meetings to understand and resolve technical issues, ensuring satisfaction and fostering strong business relationships.

Skill Requirements

1. Expert proficiency in Microsoft Systems Management Server (SMS) and Microsoft Intune for enterprise device and client lifecycle management.
2. Excellent understanding of MS Enterprise Mobility Suite (EMS) and related security, compliance, and deployment tools.
3. Advanced skills in incident management, escalation handling, and technical troubleshooting within enterprise client environments.
4. Strong capability in preparing and validating change management plans and conducting technical root cause analysis.
5. Excellent communication and stakeholder engagement skills for business presentations and technical knowledge sharing.

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified: Security, Compliance, and Identity Fundamentals (optional but valuable).
2. Microsoft Certified: Intune Specialty (optional but valuable).