Mobile Device Management Manager
DoIT Technology Platform Manager II
Recruitment #25-004773-0003
Department | DoIT Networks Division |
---|---|
Date Opened | 4/18/2025 11:59:00 PM |
Filing Deadline | 5/2/2025 11:59:00 PM |
Salary | $95,991.00 - $154,928.00/year |
Employment Type |
Full-Time
|
Work Location |
Anne Arundel
|
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
LOCATION OF POSITION
100 Community Place, Crownsville, MD 21032
Main Purpose of Job
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.
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.
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.
DESIRED OR 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
SELECTION PROCESS
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.
EXAMINATION PROCESS
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.
BENEFITS
FURTHER INSTRUCTIONS
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.