Mobile Device Management Manager (DoIT Technology Platform Manager II)

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.

100 Community Place, Crownsville, MD 21032

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.

Other primary duties will consist of:

• 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.

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.

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

Modern Desktop Administrator Associate

Endpoint Administrator Associate

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

STATE OF MARYLAND BENEFITS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.