Role Overview:
The Device Support Delivery Manager will be responsible for leading end-user device operations, deployment, and lifecycle management for enterprise desktops, laptops, and mobile devices. The role requires strong technical expertise in device management technologies such as Microsoft Intune, Autopilot, Apple Business Manager (ABM), and JAMF, along with proven experience in managing large-scale device deployment and support programs.
Key Responsibilities:
- Manage end-to-end delivery of end-user device support and deployment services.
- Oversee lifecycle management of desktops, laptops, and mobile devices, including provisioning, configuration, patching, and retirement.
- Lead technical operations for Windows Autopilot, Microsoft Intune, JAMF, and Apple Business Manager (ABM).
- Ensure timely resolution of incidents, requests, and escalations related to end-user devices.
- Define and monitor key performance indicators (KPIs), SLAs, and compliance standards.
- Collaborate with OEMs and vendors for device procurement, warranty support, and issue resolution.
- Drive continuous improvement initiatives in device support processes and automation.
- Prepare and maintain Standard Operating Procedures (SOPs) and documentation.
- Provide regular updates, reports, and presentations to management and stakeholders.
- Mentor and guide the device support team to ensure high-quality service delivery.
Technical Skills Required:
- Strong knowledge of Windows and macOS operating systems.
- Hands-on experience with:
- Microsoft Autopilot – device provisioning and deployment.
- Microsoft Intune – MDM/MAM configuration, compliance, and policy management.
- Apple Business Manager (ABM) – integration and Apple device management.
- JAMF Pro – Mac device enrollment, policies, and application management.
- Familiarity with imaging, software deployment, and patch management tools.
- Understanding of the ITIL framework, incident, and change management processes.
- Knowledge of OEM products such as Dell, HP, Lenovo, and Apple hardware.
Soft Skills & Communication:
- Excellent English communication skills – both written and verbal.
- Strong stakeholder and vendor management capabilities.
- Ability to work cross-functionally with global teams.
- Leadership and team management experience.
- Analytical thinking, problem-solving, and decision-making skills.
Educational Qualification:
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- Relevant certifications preferred: Microsoft Certified: Endpoint Administrator, JAMF Certified Tech, ITIL Foundation, etc.
Preferred Background:
- Experience working in large enterprises or global IT environments.
- Exposure to hybrid device management (on-premises and cloud).
- Prior experience leading a device support or endpoint management team.