Service Management Specialist

Location: Anywhere in India Experience Level: 6 to 10 Job Summary: We are seeking an experienced Service Management Specialist with strong expertise in device management to join our IT team. The ideal candidate will be responsible for managing the complete lifecycle of organizational devices, ensuring compliance, performance, and high end-user satisfaction. The role requires hands-on experience with Microsoft Intune , in-depth knowledge of service management frameworks (e.g., ITIL), and a passion for process improvement. Key Responsibilities: Design, implement, and optimize device management processes and policies. Manage the end-to-end lifecycle of devices procurement, configuration, deployment, maintenance, and retirement. Ensure all devices comply with organizational security and usage policies. Monitor performance, patch levels, and software updates across all endpoints. Collaborate with IT teams to resolve incidents and problems related to device management. Apply ITIL best practices for efficient incident, change, and asset management. Conduct audits and compliance reviews regularly, driving continuous improvement. Train end-users on device management tools, policies, and best practices. Maintain detailed documentation of device management procedures. Stay current with the latest trends, tools, and best practices in endpoint management. Required Qualifications: Bachelor’s degree in Information Technology, Computer Science, or related field. 5+ years of experience in device management or endpoint administration. Expertise in Microsoft Intune – must-have . Familiarity with other UEM tools such as VMware Workspace ONE , JAMF, or SCCM – nice to have . ITIL Foundation Certification (v3 or v4) required; higher certifications are a plus. Strong problem-solving skills and the ability to work collaboratively with technical teams. Experience in device auditing, reporting, and policy compliance. Preferred Skills: Experience managing mobile devices, Windows, macOS, and BYOD environments. Understanding of automation in device provisioning and patch management. Knowledge of compliance frameworks like ISO 27001, NIST, or CIS benchmarks. Support experience in hybrid or remote work environments.