• Mobile Program Manager

    Location US-CA-McClellan
    Job ID
    2018-5882
    Category
    Corporate Leadership Jobs
    Employment Status
    Regular Full-Time
  • Overview

    SBM Management is looking for a Mobile Program Manager to join their team!  The Mobile Program Manager provides configuration and distribution of all mobile devices. This position is responsible for the execution of planned projects and reacting to unplanned incidents that occur on a daily basis, managing time appropriately to complete both types of tasks. This role will be responsible for asset control, configuration and distribution of all mobile devices. The position requires technical troubleshooting abilities and excellent customer service skills. Mobil devices include: Cell Phones, Tablets and GPS Panic devices.

    Responsibilities

    • Asset control of all mobile devices.
    • Track Assets using MDM solution
    • Work with managers and supervisors to get equipment returned after resource terms or changes.
    • Keep asset tracking system up to date with accurate information
    • Reconcile active employee or vendor list with asset assignment list
    • Monitor activity as required in MDM solution to determine / identify devices that are idle beyond a reasonable time & inquire with supervision to validate resource is still employed
    • Build and deploy new mobile devices to keep up with demand
    • Work with device carriers & vendors to ensure rates are correct
    • Work with device carriers & vendors to ensure billing is correct
    • Troubleshoot the end user’s issue and resolve upon first contact, when possible.
    • Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
    • Provide "how to" assistance with mobility devices to end users.
    • Escalate issues to appropriate second- and third-level subject-matter experts (System Administration and Application Support) in accordance to service-level agreements, and follow up on incidents when appropriate.
    • Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
    • Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
    • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
    • Build relationships with the Level 2 support technicians, Network Engineers and Application Support subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
    • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization

    Qualifications

    • Previous mobile device management experience. Console configuration and deployment. (required)
    • Previous call center or IT service desk experience (required)
    • At least two years experience in a customer service role
    • Knowledge of these systems (preferred)
    • SysAid Service Desk application
    • Five9 Call Center Application or other automated call distribution systems
    • Windows, Android and IOS troubleshooting
    • Soti Mobi Control or other mobility Device Management (MDM/EMM) platform
    • Excellent customer service skills
    • Strong troubleshooting skills
    • Ability to learn new technology and applications
    • Solid written and verbal communication skills
    • Strong time management skills
    • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment

    Educational Requirements:

    • Bachelor degree or relevant work experience
    • 4+ years relevent work experience in Mobility Management
    • Computer software and hardware troubleshooting knowledge and experience
    • Software and hardware certifications a plus (A+, MCP, etc. )

    Available Shift:  Monday - Friday 8:00am - 5:00pm 

     

    Compensation:  Depends on experience 

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