Lead Analyst, Mobile Device Management (28034)

Job Purpose or Scope: The Lead Mobile Device Management Analyst serves as the Subject Matter Expert in the managing of corporate mobile device technologies currently in use including iPads, iPhones, Android phones, tablets and other mobile devices.  This individual will act as an escalation point for mobile device support, deployment, management and implementation, as well as be a hands-on MDM technician that leads a team that is accountable and responsible for managing the technical environment, inventory, compliance and cost effectiveness of a corporate MDM environment.  This lead will work with other departments to test and implement solutions for various mobile devices and applications. Areas of responsibility include developing/updating team operational policies, documenting and maintaining repeatable and reusable standard operating procedures and practices.


We are looking for a candidate who is self-driven, can independently troubleshoot technical issues, and work with teams of developers, project managers, and external vendors and who take pride in their relationships and work. As a senior member of the team, must lead by example and believe that teams and not individuals accomplish great things.



Major Responsibilities:

  • Implementing enterprise mobile device management services, including configuring, deploying, monitoring, activating, and troubleshooting a variety of handheld devices. SME responsible for mobile device configuration and management.
  • Manage the inventory control and asset management of company mobile devices.
  • Prepare and documents standard operating procedures and protocols for mobile device management.
  • Provide system management and audit reporting on a regular basis. Provides reports and analytics of all mobility usage and compliance as requested. 
  • Work closely with Service Desk team, IT Infrastructure Teams, DevOps Team, and Business Units to troubleshoot and resolve issues including operational process around requesting, provisioning and reclaiming company mobile devices.
  • Supports and handles technical escalations, deploying enterprise mobile applications and implement user-appropriate configurations
  • Serves as point of contact for reporting and presenting activities, issues and recommendations to their supervisor, other supervisors, and the End User Operations Manager
  • Help establish Tier 3 / 4 support processes, SOPs, knowledgebase, etc.
  • Track and log inventory database for all devices, including key information such as Device ID, model, firmware, O/S version, user, phone number, service plan, etc. including review and coordination of loaner pool process.
  • Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA), using ServiceNow for creating and working incidents and change records
  • Ensure that the team is skilled and cross-trained to be most efficient in servicing a fast-paced business environment.



  • Bachelor’s Degree or equivalent work experience is required. Other combinations of education and related work experience will be considered


Experience & Skills Required:

  • At least 5 years of proven work experience as an SME in Mobile Device Management.
  • Experience in leading individual contributors.
  • Experience in leading/building an enterprise mobile device management team.
  • Hands-on expertise in configuring and provisioning mobile devices.
  • Experience in building device profiles and deploying applications to mobile devices.
  • Experience in a service delivery role either within a supplier or client environment.
  • Leadership and technical skills required to drive the delivery of service excellence with internal and external delivery teams.
  • Strong hands-on expertise using Enterprise Mobility Management Portals; Airwatch nad Intune experience is a plus.
  • Strong technical expertise in Apple mobile devices.
  • Good working knowledge of MS O365
  • Good working knowledge of MS Active Directory Services
  • Knowledge of ITIL (IT Infrastructure Library) methodologies associated with Service Management.


Work Authorization: We cannot offer employer sponsorship at this time; candidates must be eligible to work in the US for full-time employment.

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689942 - Dallas ODC
350 N. St. Paul Street, Dallas, TX, USA, 75201
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