Coordinator Lead - Mobile Device Management

The MDM Coordinator Lead is a management-level role responsible for the end-to-end delivery of the Mobile Device Management (MDM) Program at Block. This role oversees the entire team, including regional MDM Technicians and the MDM Coordinator, ensuring seamless operations, governance, compliance, and alignment with Block’s objectives. The Lead serves as the primary point of contact for Block stakeholders, driving performance excellence, risk management, and continuous improvement across the MDM Program Key Responsibilities 1. Program Oversight

• Lead end-to-end service delivery, ensuring the MDM Program aligns with Block’s objectives and standards
• Manage and coordinate the activities of the MDM Coordinator and MDM Technicians, ensuring effective team collaboration and execution of responsibilities
• Oversee daily operations, including device lifecycle management, inventory management, logistics, supplier management, and carrier relationships
• Ensure smooth delivery of services such as device provisioning, refresh programs, break/fix management, and asset tracking

2. Governance and Compliance

• Implement and enforce the ITAM Program Charter, Governance Plan, and Communication Plan to maintain program alignment with Block’s policies and compliance standards
• Ensure adherence to ITIL IT Service Management best practices across all program activities
• Develop, maintain, and document policies, workflows, and procedures for governance and compliance

3. Risk and Escalation Management

• Identify, assess, and manage risks associated with the MDM Program, developing mitigation plans as needed
• Serve as the primary escalation point for complex or high-impact issues, ensuring timely and effective resolution
• Collaborate with internal teams and vendors to address escalations, minimize disruption, and optimize outcomes

4. Performance and Reporting

• Define SLAs, SLOs, KPIs, and other metrics to monitor program success
• Maintain an Executive Dashboard with real-time visibility into program performance, inventory, and compliance
• Provide regular performance updates to Block stakeholders, highlighting achievements, trends, and opportunities for improvement
• Analyze data from ITSM and MDM tools to identify inefficiencies, drive process optimization, and enhance service delivery

5. Stakeholder Communication and Strategic Planning

• Act as the primary liaison with Block stakeholders, ensuring consistent communication and collaboration
• Develop and deliver strategic plans to improve the MDM Program in alignment with Block’s evolving needs and objectives
• Coordinate regular meetings with Block to review program performance, discuss improvements, and address strategic goals

6. Team Leadership and Development

• Mentor and develop the MDM Coordinator and Technicians, fostering a culture of excellence, accountability, and continuous learning
• Provide regular feedback and performance reviews to ensure the team meets program objectives
• Identify training needs and opportunities to enhance team capabilities and expertise

Responsibilities Inherited from MDM Technicians and Coordinators Mobile Device and Asset Management

• Oversee device lifecycle management, including provisioning, deployment, tracking, maintenance, and decommissioning
• Ensure efficient management of break/fix processes, swaps, replacements, and refresh programs
• Manage logistics, including pick, pack, put-away, staging, and tracking of inbound/outbound shipments
• Monitor carrier plans, handle activations and deactivations, and audit usage for cost optimization

Reporting and Analytics

• Generate comprehensive reports on inventory metrics, supplier performance, shipment status, and carrier usage
• Ensure transparency and compliance through regular audits and accurate documentation

Supplier and Carrier Management

• Maintain strong relationships with 3PL providers, suppliers, and Value-Added Resellers (VARs)
• Manage escalations, claims, and shipment tracking for timely asset delivery

Required Qualifications and Skills Education & Experience:

• Bachelor’s degree in computer science, information technology, business, or related field (or equivalent experience)
• 5+ years of experience in IT Asset Management, Mobile Device Management, or related roles, including leadership or program management responsibilities

Technical Skills:

• Strong proficiency with MDM tools such as Workspace One, JAMF, Oomnitza, Android Zero-Touch, and Apple DEP
• Expertise with ITSM platforms like ServiceNow or equivalent systems
• Knowledge of ITIL principles and their application to governance, compliance, and service delivery
• Experience defining and tracking SLAs, SLOs, KPIs, and other performance metrics
• Familiarity with logistics, inventory management, and supplier/carrier relationships

Soft Skills:

• Exceptional organizational and leadership skills
• Strong analytical and problem-solving capabilities
• Excellent communication and interpersonal skills for engaging with stakeholders, team members, and vendors
• Ability to manage competing priorities and adapt to a fast-paced environment

Preferred Qualifications:

• Certifications such as ITIL Foundation, CSAM (Certified Software Asset Manager), CHAMP (Certified Hardware Asset Management Professional), or equivalent
• Proven experience managing large-scale programs or cross-functional teams
• Advanced proficiency in reporting and analytics tools like Power BI, Tableau, or similar

Physical Demands & Work Environment

• Ability to perform office-related tasks, including prolonged sitting or standing
• Frequent use of computers and standard office equipment
• Occasional handling of inventory, including lifting and moving light to moderate weights