Mobile Device Support Lead

Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking a Mobile Device Support Lead to join our team in Lafayette Hill, PA.

Pay rate starting at $30.00/hr

Shift: Onsite Monday-Friday 9:00am-5:00pm

Location: 620 Germantown Pike, Lafayette Hill, PA 19444

Position Details:

The Mobile Device Support Lead is responsible for leading mobile and technical support operations, ensuring high-quality service delivery, and supporting both end users and internal teams. This role oversees mobile device management, escalates and resolves complex technical issues, and drives continuous improvement in service processes and customer satisfaction. The Lead collaborates across technical teams, manages device lifecycle activities, and ensures compliance with organizational standards and service level agreements. This position plays a key role in supporting staff, maintaining documentation, and supporting evolving business and technology needs. The Mobile Device Support Lead will also:

• Manage mobile device lifecycle activities, including provisioning/deprovisioning, MDM administration, asset inventory, security compliance, and device disposal/recycling.
• Guide support staff by coordinating schedules, monitoring performance, and providing feedback to ensure quality assurance and customer satisfaction.
• Serve as an escalation point for customer issues across phone, email, and chat channels; document, track, and resolve tickets within the IT service management system בהתאם to established procedures.
• Collaborate with infrastructure, network, and application development teams to support system upgrades, troubleshoot issues, and test new software and mobile applications.
• Develop, maintain, and improve documentation, knowledge base articles, operating procedures, and training materials to support efficient service delivery and staff onboarding.
• Analyze service data and trends to generate reports, identify improvement opportunities, and recommend solutions that enhance operational performance and user experience.
• Lead and support Tier II troubleshooting for mobile devices, applications, and systems, including root cause analysis and resolution of complex hardware/software issues.

Benefits

Merakey offers generous benefits that promote well-being, financial security, and work-life balance, including:

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
Retirement plan
• - both pre-tax and Roth (after-tax) options available for employee contributions.
DailyPay
• - access your pay when you need it!
• On the Goga well-being platform, featuring self-care tools and resources.
• Access Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through our Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

Learn more about our full benefits package - https://www.merakey.org/careers/benefits

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year. Click here to watch a video about Merakey. Merakey strictly follows a zero-tolerance policy for abuse.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!

Requirements:

• • 3+ years of experience in a Service Center, IT Application Support, or high-volume IT call center/customer service environment with ITSM systems.
  • Hands-on experience with MDM, mobile devices, and supporting Outlook/MS Office and WiFi-enabled devices.
  • Strong technical knowledge of TCP/IP networking and services (DNS, SMTP, DHCP), VPN/remote user support, and Active Directory administration.
  • Proven ability to collaborate with Systems Operations, Network Operations, and Database teams in a structured, process-driven environment.
  • Advanced computer skills including Office 365, plus ability to manage multiple priorities, follow through on tasks, and make quick, accurate decisions.
  • Excellent communication and customer service skills, including phone-based support and the ability to explain technical issues clearly to non-technical users.

  The ideal candidate will possess:

  • Experience supporting clinical or healthcare-related applications.
  • Familiarity with call center telephony systems and technologies.
  • Flexibility for overtime/on-call/holidays, ability to travel for on-site support, and possession of a valid driver's license.