WHAT YOU’LL LOVE DOING

Our Professional Services Team is fast-paced, nimble, and stands for excellence. You will be a vital part of this team. This role is for someone who loves variety and is passionate about growing a career as a world-class consultant. You will be responsible for the design and delivery of Microsoft Enterprise Mobility + Security (EMS) solutions and assist with the continued growth of our US practice. Your main responsibilities include:

• Building relationships with partners and customers

• Working closely with our partners to deliver exceptional outcomes.

• Owning customer success

• Identifying and developing opportunities for our partners and customers

• Working remotely to deliver projects for our customers.

• Technical ownership and delivery of end-to-end EMS projects

• Presales and technical architecture for a wide range of Microsoft services including Microsoft Intune, Autopilot, Entra ID, Configuration Manager, Defender for Endpoint, Windows 10 / 11, Windows Server, macOS, iOS, iPadOS, Android, etc

• Demonstrating leadership in a project from start to finish: managing customer timelines, adoption, usage tracking, and building relationships.

• Documentation including scopes of work, design documents, as-built documents, test plans, etc

• Assisting with the development, enhancement, and documentation of Insentra methodologies for EMS projects

• Keeping up to date in the extremely fast-paced world of IT

If you have excellent communication skills, an eye for detail, and love to deliver exceptional outcomes, we want to meet you.

Ultimately, you will ensure our company’s Modern Endpoint Management, Security, and Identity efforts help us achieve our immediate and long-term business goals in the US, Australia, and UK.

EXPERIENCE REQUIRED

• 10+ years as a technical engineer and subject matter expert in Microsoft device management and security

• Professional services experience and / or specific relevant experience related to IT project-based work or managing complex IT projects.

• Architect level skills in Microsoft EMS offerings including:

• Intune
• Autopilot
• Configuration Manager (MCM / SCCM)
• Defender for Endpoint

• Expert level skills in Microsoft services including:

• Co-management
• Hybrid Join
• Conditional Access

• Strong knowledge of Microsoft identity services including:

• Active Directory Domain Services
• AD Upgrades
• AD Migrations
• Group Policy
• LDAP

• Deep understanding of authentication mechanisms including Entra ID, AD FS, application / platform SSO, and Modern Authentication

• Advanced knowledge of Windows desktop operating system deployment methodologies and migration to modern management with Intune

• Expert knowledge of application packaging and deployment

• Strong knowledge of the features, updates, and security components of Windows desktop and server operating systems

• Demonstrated experience creating and utilizing PowerShell and other scripting languages to automate tasks and resolve issues.

• Knowledge and experience in the deployment and management of iOS / iPadOS and macOS devices with Intune including integrating Apple Business Manager

• Knowledge and experience in the deployment and management of Android devices with Intune including integrating Android Enterprise

• Understanding of Intune reporting capabilities, limitations, and opportunities

• Understanding and awareness of Service Management processes and tools

EXPERIENCE DESIRED (NICE TO HAVE)

• Expertise with Azure security services, Defender for Cloud, Defender for Cloud Apps, or Defender for Identity

• Skills with Microsoft Graph reporting and automation.

• Experience with the administration of, or migration from, non-Microsoft device management, identity, and security tools

• Familiarity with Unix / Linux operating system management and security

• Knowledge and understanding of Virtual Desktop Infrastructure (VDI) solutions such as Azure Virtual Desktop and Citrix Virtual Apps and Desktops

• Presales experience and knowledge in writing Statements of Work (SOWs)

• Relevant Microsoft and / or third-party certifications

WHY WORK AT INSENTRA?

ONE TEAM ONE DREAM

At Insentra, we want innovators to join us no matter their time zone. We are one global team working towards the goal of becoming the #1 Channel Services Partner in the world. We Dare to be Different and celebrate those differences every day. We are a flexible workplace looking for passion and innovation in our crew. At Insentra, we are here to support your career growth and challenge you to be the best version of yourself because together, we are many, and we can achieve anything we set our minds to.

HITACES

At Insentra we believe in a core set of values that define our work and our company culture. We define these values by being the best versions of ourselves and loving the work we do. We create an outstanding work environment for our crew, partners, and clients. We live our values and love to #HIT ACES: Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence. The core of everything we do is ONE TEAM ONE DREAM. The heart of our culture is created by our Crew.

INSENTRA CREW

As we work to become the #1 Channel Services Partner in the world, we also work to care for our Insentra Crew’s professional and personal growth and well-being.

• Insentra crew support and career-development resources and certifications to expand your skills and enhance your expertise along your career journey.

• A diverse and inclusive community of belonging. We empower you to bring your unique ideas to the table and act.

• Generous crew benefits: including health, financial, work/life balance, paid time off, and competitive compensation packages.

We value diversity — in backgrounds and in experiences. Technology and innovation are universal drivers, and we need people from all backgrounds to help reach our goals. Insentra’s crew are empathetic, caring, and supportive. We are deliberate and self-reflective about the kind of crew and culture that we are building, seeking innovators who are not only strong in their own aptitudes but care deeply about supporting each other's growth.

From Insentra’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our crew are people with different strengths, experiences, and backgrounds, who share a passion for improving the status quo. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All our crew’s points of view are key to our success, and inclusion is everyone's responsibility.

FLEXIBILITY

We are a remote first workplace where flexibility is key to our success. That flexibility includes recognizing the importance of living life outside of your job. We believe that innovation can happen anywhere, and our flexible work environment means that you choose where you work. We trust our crew to be accountable for their work and set their own schedules. We collaborate and celebrate cross time zones because no matter your geographic location, your success is Insentra success.

WHAT WE’RE LOOKING FOR

Our Managed Services Team is fast paced, nimble and stands for excellence. As such, you will be a vital part of the team. This role is for someone who loves variety and is passionate about growing a career as a world-class SDM. You will be responsible for working with partners and end clients to understand their requirements and to design and deliver exceptional outcomes for their Managed Service environments. Your main responsibilities include:

• Own and manage strategic initiatives such as adherence to technology roadmaps, use cases for introduction of new technology and managed services, maintaining Risk Registers and Mitigation plans, and driving Continual Service Improvement plans and initiatives.

• The Service Delivery Manager (SDM) plays a critical role in the coordination and delivery of operational support to the Client and is seen as an extension of the client’s IT Operations team.

• “Own” escalations pre-, during, and post incident (including Major Incident management), ensuring regular and timely feedback is provided to the client throughout the lifecycle of the escalation.

• Coordinate and manage all technical and business conference calls, monthly governance sessions, analysis sessions, and post incident reviews for P1 Escalations’ and between Insentra engineers, 3rd Party Vendor support teams and Client and partner support teams.

• Work with the internal and customer technical teams to create awareness of risks and gaps in coverage and drive new upsell opportunities.

• Reporting and analytics

If you have excellent communication skills, an eye for detail and love to deliver exceptional outcomes, we want to meet you. Ultimately, you will ensure our company’s Managed Services #DeliveryExcellence efforts help us achieve our immediate and long-term business goals in the UK, USA and Australia. The Service Delivery Manager reports to the Strategic Service Manager.

WHAT YOU’LL LOVE DOING

• Process improvement: Ensure continuous improvement of Business Processes

• Governance: Ensure the adherence to an ICT Governance Framework which enforces ICT and operational standards, effective Risk Management, Supporting Policies, and ICT Performance Reporting

• Relationships Management: Build and maintain strong relationships with Insentra crew, clients, ICT, and external suppliers. Liaise with Executive and Senior Management throughout the business, developing strong productive relationships.

• Ensure that SLAs are constructed effectively, understood, and adhered to, noting areas of improvement or concern.

• Optimize the Sales to delivery and post sales service to the client.

• Own the engagement. Record agendas and minutes of governance meetings and technical investigations.

• Develop and deliver against a strategic client plan and monthly preparation of client dashboard and presentation back to Insentra Executive Management

• Focus on driving down Critical Incidents and expediting support to improve MTTR per incident.

• Highlighting training deficiencies and working with technical leads within Managed Services to remedy

• Ensure that Client and Vendor information, escalation matrices, and all technology designs and schematics are kept up to date in the Managed Services document repository and disseminated appropriately amongst all relevant support structures.

• Adhere to the documented Insentra support and escalations process and communicate to all stakeholders.

• Work in tandem with Insentra support teams and service excellence and practice managers.

• Own and manage the strategic relationship between the Client and Partner at all times.

• Champion the Insentra Service Experience in every engagement with the Client and Partner

EXPERIENCE & ATTRIBUTES

• Experienced with contract management, including contract amendments and renewals.

• Strong analytical skills. Experienced with producing and presenting high quality reports.

• Knowledge and technical aptitude for Microsoft technologies, Security and Citrix technologies

• Experience in implementing best practice methodology to drive organizational effectiveness.

• Experience working with multiple large complex clients and liaising with all levels of the business.

• Comprehensive working knowledge of ITSM tools

• Proven ability to manage out of scope tasks and small statement of works projects.

• Bachelor’s degree or equivalent experience

• ITIL Foundation (or greater) Certificate

ABOUT YOU

• Core alignment with Insentra values #HITACES

o We live our values and love to #HIT ACES (Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence). The core of everything we do is ONE TEAM ONE DREAM (#OTOD). The heart of our culture is created by our Crew

• Motivated for success

• Positive attitude and love to be part of a team

• Aptitude to learn and drive to build a career at Insentra

• Strong analytical problem solving and interpersonal skills and the ability to perform under pressure

• Can work with a team to build a process, not just follow one

• Ability to handle multiple engagements simultaneously

• Strong verbal and written communication skills

• Hard-working, motivated, proactive, and enthusiastic

• Self-starter able to complete tasks with minimal instruction and supervision

• Understands that 9-5 isn’t always normal, and willing to go the extra mile!

• Relative certifications and experience are a plus

ACCOUNTABILITIES & MEASURES

We believe you are responsible for your role and as such we invite you to develop your Objectives and Key Results (OKRs) as part of your interview process.

LOCATION

Remote, USA.