Mobile Device Management Manager

Introduction

The Department of Information Technology (DoIT) provides support to state agencies, the Executive Office of the Governor, the Governor's coordinating offices, and a variety of independent agencies within the Executive Branch. Striving to provide the highest level of customer service to its internal and external customers, DoIT supports Maryland's agencies and commissions through its leadership and strategic direction for Information Technology and Telecommunications, establishing a long range, target technology architecture, encouraging cross agency collaboration and advocating best practices for operations and project management.

Grade

STD 0023

Main Purpose

The DoIT Desktop Engineering Mobile Device Management (MDM) Manager’s main responsibilities are to manage and oversee the Department’s MDM (Mobile Device Management) platform and to ensure interoperability and compatibility with appropriate Enterprise systems via endpoint management platforms, systems, technologies, and systems administration consoles. The MDM Manager is responsible for overseeing the deployment, configuration, security, and management of mobile devices purposed for conducting State of Maryland business. The role involves implementing and maintaining MDM solutions to ensure compliance with security policies, optimizing mobile workflows, and supporting enterprise mobile strategies. This role encompasses responsibility for the administration and management of the Departments MDM platform and is expected to be proficient with systems such as Intune, AirWatch, VMWare, and Azure Admin. This includes configuring, deploying, and managing iOS and Android mobile devices and applications across state agencies.

The role requires a deep understanding of mobile device management platforms and systems, security policies, and compliance standards. This role is expected to work closely with DoIT teams, agency end-users, and other stakeholders to ensure the secure and efficient operation, tracking, compliance, and management of mobile devices, inclusive of State issued and personal (State approved BYOD) devices. The MDM Manager is responsible for the planning, tracking, and MDM implementation expansion and rollout to State agencies and customers, in conjunction with other relevant DoIT support teams.

***This is a management service position, which serves at the pleasure of the appointing authority***

Position Duties

Mobile Device Management Strategy Management

• Provide direct management and administration of the Department’s Intune MDM platform. Provide technical guidance and expertise, training, and technical advice in all applicable areas related to mobile device management, including relevant managed Windows, iOS, and Android devices, patch compliance, deployment of software updates and upgrades, mobile device hardening configurations, and mobile device encryption software.
• Participates in the management of changes to applications managed via Intune MDM as well as changes to the platform itself.
• Manage MDM platform to control mobile devices across iOS, Android, and Windows environments.
• Oversee device lifecycle management, including provisioning, enrollment, updates, security enforcement, and decommissioning.
• Ensure seamless integration of MDM solutions with enterprise IT platforms, i.e., ServiceNow, Active Directory, cloud services, etc.
• Develop and implement enterprise-wide MDM policies, standards, and best practices aligned with device compliance, security, and application development.
• Monitor and maintain the health of the MDM environment.
• Ensure interoperability, installation, and configuration of system, network, and cybersecurity software such as Tenable, Tanium, Okta, certificates, VPN, etc. with Windows and MacOS computers, and iOS and Android mobile devices.
• Serve as the iOS/MacOS SME for providing technical support to other teams for relevant implementations. These other teams will include, but not be limited to, end user services, cybersecurity, asset management, and identity management.
• Provide technical support to end users for MDM related issues.
• Develop and deliver training materials and sessions for IT staff and end users.
• Create and maintain documentation for MDM configuration and procedures.
• Ensure optimal performance of MDM systems by conducting regular audits, updates, and patch management.
• Develop and contribute to documentation and training materials for end users and support staff.

Research, Evaluation and Policy Support

• Maintains a working knowledge of advances in technology consistent with the teams’ assigned areas of responsibility. Keep up to date on new and emerging Windows, MacOS, iOS, and Android technologies, MDM management, and technology scalability. Reviews technical manuals and other technical literature and evaluates new and existing technologies.
• Works with vendors to define standards, review new functionality and implementation. Software testing and recommendation.
• Contribute and/or implement security policies and ensure devices comply with State rules, policies, and regulations.
• Partner with DoIT OSM (Office of Security Management) and other service groups as needed to conduct regular audits to ensure compliance and security standards.
• Enforce mobile security policies, including encryption, remote wipe, conditional access, and MFA.
• Respond to security incidents, take actions on mitigating/monitoring security incidents, and implement corrective actions.
• Manage device life cycles including provisioning, updates, and decommissioning.
• Stay current with the latest developments in Microsoft Intune and mobile device management.
• Propose and implement improvements to the Intune environment.

Customer Service

• Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work any tickets assigned to them.
• Ensure tickets assigned to direct reports and to self-meet established SLO/SLA’s and meet/exceed customer expectations.
• Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken.Document all work in ServiceNow per the DoIT Ticket Handling
• Etiquette guidelines and apprise customers of progress made towards ticket resolution. Ensure all team members demonstrate courteous and professional behavior and provide excellent customer service at all times.
• Ensure assigned tasks are completed on time and in compliance with established policies, procedures, and standards.

IT Collaboration

• Collaborate and consult with peers, Client Services team members, and staff across all levels of management as needed on solving technical issues. Research and investigate solutions and workarounds to problems.
• Share knowledge and technical solutions to help promote knowledge sharing and transfer. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution. Interface directly with senior leadership and executives discuss and assess information technology and compliance with IT enterprise architecture policies, standards and procedures, suggest opportunities for improvement, and report on compliance and strategic objectives, discuss IT issues, outages, and concerns. Coordinate fixes with the department responsible for applications.
• Develop and document instructional guides and SOP’s.
• Work with IT team to integrate Intune with other systems and tools.
• Communicate with stakeholders to understand their requirements and provide appropriate solutions.
• Participate in regular meetings and provide status updates on Intune projects and issues.
• IT Asset & Inventory Support
• Support the process for capturing moves, adds, and changes to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.
• Enroll Devices into Intune and ensure proper configuration.
• Troubleshoot and resolve issues related to device enrollment and management.
• Manage device life cycles including provisioning, updates, and decommissioning.
• Discover and track mobile devices across the enterprise via Intune MDM platform
• Perform other job-related duties as required by business needs.

Minimum Qualifications

Education: Bachelor's degree in Information Technology, Computer Science, or related field.

Experience: Three years working in an information technology field with at least two of the three years focused on Intune Mobile Device Management (MDM) and other MDM platforms.

• Note: Experience as listed above may be substituted on a year for year basis for the degree.

Preferred Qualifications

Preference will be given to those who are Microsoft Certified in one or more of the following:

• Modern Desktop Administrator Associate
• Endpoint Administrator Associate