Mobile Device Management Service Manager

Guernsey · Full-time

About the Role

Our client is looking for a proactive and customer-focused MDM Service Manager to join their team in a dynamic, hands-on role.

This is an exciting opportunity combining technical service management, customer support, and field-based activity, with a key focus on delivering a high-quality Mobile Device Management (MDM) service to an established enterprise customer.

Alongside managing this key contract, you’ll also support customer visits and occasional retail activity, giving you a varied and engaging working environment.

What You’ll Be Doing

MDM Service Management

  • Take ownership of the day-to-day delivery of a key MDM contract
  • Manage mobile device lifecycle activities, including enrolment, configuration, deployment, and support
  • Handle service requests, incidents, and tickets, ensuring timely resolution
  • Maintain accurate records across MDM, CRM, and ticketing systems
  • Monitor performance and ensure service levels are consistently met
  • Collaborate with internal teams to escalate and resolve complex issues
  • Ensure compliance with security, data protection, and operational policies

Customer & Field Support

  • Visit customer sites to provide hands-on technical support and onboarding
  • Assist with device setup, troubleshooting, and user support
  • Build strong relationships with stakeholders and deliver excellent customer service
  • Identify customer needs and recommend suitable solutions
  • Ensure all activity is documented and followed up appropriately

Retail Support (Occasional)

  • Provide in-store support during busy periods
  • Assist customers with products, services, and account queries
  • Process transactions including device sales, upgrades, and account updates
  • Deliver a high standard of customer experience at all times

What We’re Looking For

Essential Skills & Experience

  • Strong customer service and communication skills
  • Experience in a technical support, retail, telecoms, or service environment
  • Ability to manage workload, prioritise tasks, and work independently
  • Solid understanding of mobile devices and general IT systems
  • Strong problem-solving skills and attention to detail
  • Comfortable working with ticketing systems and service processes
  • Full driving licence and willingness to travel to customer locations

Desirable

  • Experience with MDM platforms (e.g. Intune, Apple ADE, Knox, Android Enterprise)
  • Familiarity with Microsoft 365, CRM, or ticketing systems
  • Knowledge of iOS, Android, or Windows device support
  • Exposure to B2B or public sector environments
  • IT certifications (e.g. ITIL, Microsoft Fundamentals, CompTIA)

Personal Attributes

  • Customer-first mindset with a professional approach
  • Organised, reliable, and self-motivated
  • Flexible and adaptable in a varied role
  • Comfortable working both independently and as part of a team
  • Trustworthy with sensitive information and data

What’s on Offer

  • A varied role combining technical, customer-facing, and operational work
  • Opportunity to work with modern mobile technologies and enterprise systems
  • Supportive team environment with ongoing learning and development
  • A chance to make a real impact on customer experience and service delivery
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