What This Job Entails
The MDM Coordinator will oversee the Mobile Device Management (MDM) Program, ensuring efficient lifecycle management of mobile devices and leading a team of MDM Technicians. This role is pivotal in aligning logistics, supplier and carrier management, reporting, and IT asset operations to meet organizational objectives. The MDM Coordinator is responsible for ensuring transparency, cost optimization, and timely availability of assets while adhering to ITIL IT Service Management (ITSM) best practices.
Key Responsibilities
1. Program Leadership and Coordination
Oversee daily MDM operations, ensuring effective coordination of MDM Technicians and alignment with program priorities.
Act as the primary point of contact for escalations, collaborating with internal teams, suppliers, and carriers to resolve issues.
Manage refresh programs, ensuring timely upgrades, retirements, and compliance with deployment schedules.
Develop and maintain workflows for mobile device lifecycle management, from procurement to decommissioning.
2. Logistics and Supplier Management
Oversee relationships with third-party logistics (3PL) providers, and Value-Added Resellers (VARs).
Handle escalations, claims, and shipment tracking to ensure timely delivery of devices.
Coordinate order orchestration, shipment tracking, and fulfillment to maintain asset availability.
Work closely with procurement and logistics teams to manage stock levels, deployment schedules, and cost control.
3. Carrier Relationship and Line Management
Manage carrier plans, including activations, deactivations, audits, and escalations.
Ensure optimal cost and service quality for carrier agreements and mobile plans.
Regularly audit carrier usage to identify cost-saving opportunities and ensure service compliance.
4. IT Asset Management (ITAM)
Maintain accurate records of mobile device assets in supported ITAM tools, such as ServiceNow or Oomnitza.
Enforce asset tagging, tracking, and reporting procedures across all device types.
Conduct regular inventory audits to resolve discrepancies and ensure compliance.
Monitor device utilization, warranty information, and maintenance schedules to maximize lifecycle value.
Oversee provisioning, break/fix processes, swaps, replacements, and inbound/outbound shipment tracking.
Ensure compliance with mobile security policies and MDM configurations.
6. Reporting and Analytics
Generate comprehensive reports on inventory metrics, supplier performance, shipment status, and carrier usage.
Create dashboards and analytics within ITSM platforms (e.g., ServiceNow) to track SLA adherence and program transparency.
Analyze data to identify trends, inefficiencies, and areas for continuous improvement.
Present insights and recommendations to stakeholders to support program goals and cost optimization.
7. ITIL ITSM Best Practices
Apply ITIL principles to align MDM activities with incident, problem, and change management processes.
Maintain documentation, policies, and workflows related to asset and mobile device management.
Recommend process improvements based on industry trends and best practices for ITAM and MDM.
Required Qualifications and Skills
Education & Experience:
Bachelor’s degree in computer science, information technology, business, or a related field (or equivalent experience).
3–5 years of experience in IT Asset Management, Mobile Device Management, or related fields.
Technical Skills:
Proficiency with MDM tools like Workspace One, JAMF, Oomnitza, Android Zero-Touch, and Apple DEP.
Experience with ITSM platforms, such as ServiceNow or similar systems.
Knowledge of carrier management, including plan audits, activations, and escalations.
Familiarity with inventory and logistics processes, including shipment tracking and supplier management.
Strong understanding of ITIL principles and their application to ITSM and asset management.
Soft Skills:
Strong organizational, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to prioritize tasks, manage competing deadlines, and collaborate with cross-functional teams.
Attention to detail with a focus on compliance and accuracy.
Preferred Qualifications:
Certifications such as ITIL Foundation, Certified Software Asset Manager (CSAM), or Certified Hardware Asset Management Professional (CHAMP).
Proven experience in managing 3PL and supplier relationships.
Advanced knowledge of mobile device ecosystems and IT procurement processes.
Familiarity with advanced reporting tools like Power BI or Tableau.
Physical Demands & Work Environment
Ability to perform office-related tasks, including prolonged sitting or standing.
Occasional handling of inventory, including lifting and moving light to moderate weights.
Frequent use of computers and standard office equipment.
Effective communication and collaboration in team-oriented settings.