Manager, Mobile Device & Endpoint Operations

Description

The Mobile Device Manager is accountable for the end-to-end lifecycle, availability, security and cost-effective management of Purolator’s operational mobile devices and related equipment across the national network. The portfolio includes rugged Android handheld scanners, finger and wearable scanners, tablets, label printers, batteries, cradles, chargers, mounts and protective accessories. 

Leading three direct reports, this manager owns the device service, lifecycle roadmap, budgets, vendor relationships, inventory governance and mobile device management (MDM). The manager partners with IT and Operations leaders on demand planning, device standards, deployments, support and issue resolution. In addition to this core device mandate, the role coordinates reliability and security-remediation improvements for IT operations applications, working with existing technical owners. 

Responsibilities

Device Service Ownership & Lifecycle Planning

• Own Purolator’s Operations mobile device service, roadmap and work plan for support, refreshes, deployments, upgrades and improvements.
• Forecast demand, site needs and peak/growth capacity with IT and Operations.
• Manage selection, procurement, provisioning, deployment, maintenance, repair, redeployment and secure retirement. Fund replacements around lease, warranty, manufacturer support and end-of-life dates.
• Batch refreshes and lease returns, aligning replacement readiness and return deadlines to avoid extensions, duplicate rental costs and disruption.
• Maintain approved devices/accessories; assess ruggedness, ergonomics, battery, connectivity, app compatibility, supportability and total cost.

Inventory Governance & Site Accountability

• Maintain serial-level records of site, status, lease and support coverage; reconcile stock against MDM, shipment and repair records.
• Set spare/replenishment levels, validate requests against demand/allocations and redistribute surplus before buying.
• Establish terminal accountability for custody, stock checks, secure storage, charging, care, loss reporting and timely returns.
• Verify inactive, missing, damaged, aging and unreturned devices with sites; offline status alone does not prove loss. Escalate unresolved issues with operational impact, cost exposure and recommendations.
• Include inventory/configuration details, accessories, setup guidance and support contacts in shipments; confirm receipt, deployment and outstanding returns.

MDM, Applications & Android Updates

• Own MDM service improvement, vendor/internal support responsibilities and escalations.
• Oversee enrollment, provisioning, profiles, policies, groups, scripts, remote support and configuration baselines, with controlled admin access and documented change approvals.
• Maintain an approved app catalogue of owners, versions, deployment methods, support contacts and dependencies; govern installation, updates and removal.
• Own Android, firmware and security-update plans by supported model. Test compatibility with app owners/vendors across scanning, Bluetooth, printing, Wi-Fi, cellular and eSIMs.
• Use pilots and staged rollouts with go/no-go criteria, rollback/recovery plans, operational windows and verification. Resolve exceptions and unsupported configurations.
• Partner with Security/Identity on shared-device access, sessions, least privilege, certificates, approved apps and lost-device response; document configuration/patch compliance against agreed standards.

Project Engagement & Deployment Readiness

• Assess device needs, app permissions, connectivity, accessories, deployment effort and ongoing support costs early with project/business teams.
• Apply approved standards; challenge unnecessary customization/excessive permissions and route exceptions through Architecture/Security governance.
• Coordinate selection, proofs of concept, field testing, procurement lead times, staging, installation, schedules, training and post-rollout support using MDM pilot, approval, recovery and verification controls.
• Require documented support ownership, funding, acceptance criteria, runbooks and knowledge transfer before accepting solutions into ongoing support.

Additional Responsibilities

Team Leadership

• Lead/develop 3 device support/MDM staff; set roles, priorities and expectations.
• Manage capacity, tickets, backlog, service levels, escalations and coverage.
• Oversee L1, break/fix, replacements and RMAs; route app/network/infrastructure/vendor issues through closure.
• Resolve recurring device/battery/charging/connectivity/printer issues using ticket/repair trends, diagnosis, escalation and verified fixes.
• Maintain runbooks, knowledge, contacts and backups; cross-train.

Vendors

• Manage Zebra, SOTI, suppliers, repairers, lessors and carriers with Procurement/Finance.
• Review cases, failures, repair quality/speed, parts, roadmaps and commitments; escalate repeat RMAs/faults with evidence and close corrective actions.
• Turn field feedback into enhancements, defect escalations and design improvements; pilot changes.
• Track contracts/support/renewals; support selection, service levels and negotiations.

Budget & Procurement

• Own annual capital/operating budgets for hardware, leases, accessories, batteries, repairs, MDM and services; forecast/explain variances.
• Secure funding, investment/refresh cases, quotes and requisitions/POs before commitments/renewals.
• Reconcile invoices, leases and fees to contracts, receipts and approved usage.
• Cut costs through standards, reuse, timely returns, better repairs and less loss/damage/licensing/connectivity waste.

Governance

• Engage terminal/regional/IT leaders on concerns, changes and field feedback.
• Report inventory gaps/surplus, inactive/missing devices, tickets/repairs, rollouts, Android updates and budgets, with impacts, risks, decisions, actions, owners and dates.
• Escalate exceptions/Operations actions early; maintain improvement plans and timely deployment/incident/site notices, with business/compliance language input.
• Keep audit-ready asset/access/procurement/change records; arrange compliant wiping, lease returns and approved disposal.

Continuity

• Plan contingencies/spares for failures, regional incidents, supplier delays and peaks.
• Coordinate incidents with Service Desk, IT and vendors; report recovery impact and prevention.
• Improve health/inventory visibility and provisioning/support automation; document portal/integration/service ownership, specialist escalations and dependencies.

Application Reliability

• Coordinate assigned apps with owners/development/Infrastructure/Security/vendors; own priorities/follow-through; technical teams own engineering/services.
• Track reliability/remediation owners, dates and dependencies; escalate delays, resource gaps and risks.
• Drive vulnerability testing, approved deployment and Security verification before closure; track exceptions through risk governance.
• Establish monitoring, alerts, runbooks and service objectives; turn root causes into permanent fixes.
• Coordinate versions, certificates, capacity, recovery tests and safe deployments; automate support; report trends/remediation/decisions to IT/Operations.

Education

• Post-secondary diploma or degree in Information Technology, Computer Science, Engineering or a related discipline, or equivalent practical experience. 
• ITIL certification and relevant enterprise mobility, Android or device-management training are assets. 

Experience

• Progressive experience in enterprise device management, IT operations or field technology support, including direct people leadership or substantial team-lead responsibility.
• Demonstrated ownership of operational device fleets, including procurement, inventory, leasing, lifecycle refreshes, repairs and multi-site deployments.
• Experience managing MDM/enterprise mobility platforms and controlled Android application and operating-system deployments. Experience with SOTI MobiControl and Zebra devices is a strong asset.
• Experience managing budgets, forecasts, suppliers, contracts and service escalations, and working directly with business and Operations leaders.
• Experience supporting rugged scanners, wearable devices, tablets, label printers and related peripherals in logistics, transportation, warehousing, retail or another operationally critical environment is an asset. 

Knowledge & Skills 

• Strong working knowledge of Android enterprise mobility, MDM profiles and policies, provisioning, application packaging, staged updates and remote troubleshooting.
• Understanding of scanning workflows, Bluetooth peripherals, printer configuration, battery and charging behaviour, Wi-Fi and cellular dependencies, and shared-device security considerations.
• Practical knowledge of IT service management, incident and problem management, change control, asset management and operational readiness.
• Working knowledge of application monitoring, service-level objectives, vulnerability-remediation tracking and recovery readiness, with the ability to coordinate corrective actions across development, Infrastructure, Security and vendor teams.
• Translate inventory, utilization, ticket, repair and financial data into prioritized actions and clear leadership reporting.
• Comfort with service-management and asset tools, spreadsheets and reporting dashboards; ability to guide automation and documentation improvements. 

Leadership Competencies 

• Accountable service owner who anticipates risks, makes recommendations and follows issues through to closure.
• Strong communicator who explains business impact and builds credibility with front-line teams, Operations leaders, IT partners and vendor leadership.
• Sound judgment when balancing operational urgency, security, standardization, cost and long-term supportability.
• Effective people leader who delegates execution, establishes clear expectations and develops technical depth and backup coverage.
• Constructive challenger and continuous-improvement advocate who brings field feedback to vendors and closes the loop with business partners.