DATAPRISE LLC

Compensation

Full Description

About the Role: The Team Lead, MDM – Mobility, is responsible for supporting the Tier II Service Desk team, assisting with daily operations, and helping with customer issues. The Team Lead will manage high-level escalations and work to provide immediate resolution. The Team Lead works to implement strategies to ensure client satisfaction and increased productivity. The Team Lead also handles escalations and evaluates team members' performance. The successful Team Lead has excellent communication and leadership skills. Why Dataprise? • Dataprise is a private equity backed company whose mission is to grow organically and inorganically through the acquisition of solid performing businesses that are well aligned to our philosophies and values. • Our mission is to delight our clients and create an outstanding people experience both internally and externally. • We are an employee focused organization that prioritizes employee retention, satisfaction, and empowerment. • We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. • Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities. • A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. • A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. • Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family, company-paid Employee Assistance Program (EAP), and 401(k) with company match. An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there. What You'll Do: Utilize CRM to record, track and manage inquiries. Lead escalation calls/chats, set expectations, provide status updates, coordinate next steps, and document outcomes. Comfortable managing urgent requests and difficult conversations while keeping stakeholders aligned. Facilitate inter-departmental communication to effectively provide client support. Listen, document, and help resolve conflicts with customers. Review reports and follow up on pending tickets. Handle escalation calls for the Tier II team. Facilitate communication and process changes with MDM architects. Own complex incidents end-to-end (major incidents, VIP escalations, recurring client-impacting issues), including triage, mitigation, resolution, and post-incident follow-up. Provide hands-on support and technical direction across: o Enrollment/provisioning (Apple ADE/DEP, Android Enterprise, Windows enrollment), profiles/policies, app distribution, compliance remediation, and device lifecycle actions (lock/wipe). o Identity and access integrations (Azure AD/Entra ID, Conditional Access), SSO/MFA considerations, and group-based targeting strategies. o Security/compliance baselines, reporting, and audit readiness. o Maintain and improve runbooks, KB articles, and standardized playbooks; drive problem management by identifying trends and partnering with engineering/dev teams on automation and permanent fixes. Coach and develop team members through mentoring, QA reviews, and feedback Track and improve metrics What Skills & Experience You’ll Need: High school diploma or equivalent. Customer service experience. Strong MDM technical depth. Experience with postpaid mobility carriers. Apple certifications. The ability to work a flexible schedule. Excellent communication, organizational, and leadership skills. Compensation: • Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company. • We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts. • This position’s Salary Range is: $55,000-$60,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate). Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD! Dataprise is an Equal Opportunity Employer.