SCCM Operations Manager
- Own and manage end-to-end SCCM/MECM operations, ensuring platform stability, availability, and performance.
- Lead daily operational activities including incident, problem, change, and service request management.
- Manage enterprise patch management processes for servers and workstations, ensuring compliance targets are consistently met.
- Oversee software packaging, application deployment, and lifecycle management activities.
- Manage Operating System Deployment (OSD), image management, task sequences, and Windows upgrade initiatives.
- Monitor SCCM infrastructure health and proactively resolve operational issues.
- Maintain compliance reporting, executive dashboards, and service performance metrics.
- Drive automation and process improvements using PowerShell and SCCM capabilities.
- Provide technical leadership, mentoring, and guidance to SCCM administrators and engineers.
- Collaborate with infrastructure, security, application, and business teams to support operational and project requirements.
- Lead major incident resolution, root cause analysis, and problem management activities.
- Support SCCM-Intune co-management, modernization, and endpoint management transformation initiatives.
- Participate in governance reviews, CAB meetings, audits, and stakeholder discussions.
- Ensure SLA adherence, service quality, and continuous service improvement across SCCM services.
- Create, deploy, monitor, and troubleshoot software installs\deployments\updates.
- Maintain, deploy and troubleshoot Group Policy changes at the Enterprise level.
- Provide primary level 3 support to Deskside Support Teams.
- Troubleshoot VMware VDI machine deployments for Windows devices.
- Troubleshoot image deployments for Windows devices.
- Troubleshoot Autopilot image deployments for Windows Laptop devices.
- Performance analysis of Windows devices, both physical and virtual.
- Building queries, data gathering and reporting to aid support and maintenance of the end user computing environment.
- Ensure adherence to established IT standards and processes while proactively highlighting opportunities for improvement.
- Ensure documentation for processes and procedures are created and maintained.
- Advocate for the end user and proactively manage risk, impact and user experience.
- Ensure all issues are logged appropriately and escalated as necessary using the Incident and Problem management process.
- Communicate clearly with stakeholders to ensure they are kept up to date with progress on open issues, and follow-up on all open and pending issues.
- Escalate issues to the wider support teams, vendors and team leaders as necessary.
- Identify persistent problems and work with wider teams to resolve them.
- Provide training and guidance on best practices to our user community.
- Look for service improvement and ticket reduction opportunities.
- Ensure controls and policies are always adhered to.
- Previous experience working in an IT support role and leading a team in client facing role.
- Experience of Microsoft Endpoint Configuration Manager (SCCM) Software\Image\Patch deployment and troubleshooting.
- Experience of Microsoft Intune and Autopilot.
- Excellent knowledge of MS Windows10 and 11, M365.
- Knowledge of Active Directory, Group Policy, TCP/IP, DNS and DHCP.
- PowerShell scripting experience.
- VMware vSphere and Horizon experience.
- Demonstrated ownership of Level 3 desktop support issues, while working closely with Levels 1&2, other internal teams and 3rd Party vendor support.
- Solid communications skills for documentation and knowledge transfer upon problem resolution.
- Ability to work independently without intensive oversight.
- Experience in working with global teams.
- Strong interpersonal skills.
- Positive, team centric attitude.
- Committed to continual improvement.
- Advanced knowledge of SCCM/MECM administration and architecture.
- Strong expertise in Software Distribution, Patch Management, OSD, Compliance Settings, and Reporting.
- Hands-on experience with Windows Server, Windows 10/11, Active Directory, Group Policy, and SQL fundamentals.
- Experience with Microsoft Intune, Co-Management, Autopilot, Entra ID (Azure AD), and Microsoft Defender.
- Strong PowerShell scripting and automation skills.
- Good understanding of networking, PKI, DNS, DHCP, and cloud-integrated endpoint management solutions.
- Microsoft Endpoint Administrator or related Microsoft certifications.
- Certifications in Modern Workplace, Azure, or Endpoint Management technologies.
- Strong technical troubleshooting and problem-solving skills.
- Leadership and team management capabilities.
- Excellent stakeholder and customer management skills.
- Strong communication, reporting, and presentation skills.
- Ability to drive operational excellence, automation, and continuous service improvement initiatives.