L2 Intune SME

About the role The company is looking for a Modern Desktop Intune SME to provide technical ownership, operations leadership and governance for Microsoft Intune and endpoint management services across global regions. As part of the Infrastructure Shared Services Center, this role will represent Employee Services towards Business Units, Local IT, Service Desk, Security, Infrastructure, project teams and vendors. The role ensures the stable administration, support, lifecycle management and continuous improvement of Microsoft Intune, Windows Autopilot, endpoint security, device compliance, application deployment and modern desktop management services. The position serves as the main SME and escalation point for Intune-related operations, ensuring endpoint services are delivered with strong security posture, SLA discipline, audit readiness and user experience alignment. Key responsibilities SME Microsoft Intune administration, governance and day-to-day endpoint management operations for global standard workstations and supported mobile devices. Serve as SME and escalation point for Intune, Windows Autopilot, endpoint compliance, configuration profiles, application packaging, software deployment, BitLocker, LAPS, Conditional Access and Microsoft Defender for Endpoint integration. SME L2/L3 technical troubleshooting for Intune enrollment, policy conflict, device compliance, Autopilot provisioning, application deployment, remediation scripts and endpoint security issues. Review, approve and maintain Intune technical standards, configuration baselines, implementation plans, support handover packages and operational documentation. Coordinate Intune operational support with Service Desk, Local IT, Security, Infrastructure, regional stakeholders and Microsoft support during incidents, changes and project activities. Drive continuous improvement, automation, reporting and proactive monitoring for endpoint health, compliance, deployment success and recurring issues. Ensure adherence to ITIL processes for incidents, requests, problems, changes and major incident support related to endpoint management services. Support knowledge transfer, coaching and skills development for L1/L2/L3 resources assigned to Modern Desktop and Intune operations. Maintain SLA and KPI compliance for Intune-related incidents, requests and changes. Develop and maintain PowerShell scripts for reporting, remediation, deployment validation and operational efficiency. About you 5-7 years of IT Infrastructure, End User Computing or Modern Workplace experience. 5+ years supporting Microsoft 365 or endpoint technologies. 3+ years managing Microsoft Intune in an enterprise environment. Strong leadership, ownership, communication and stakeholder management skills. Ability to analyze incidents, identify patterns, synthesize technical findings and drive corrective actions. Customer-service oriented, organized, rigorous and able to work with people within and outside IT. Comfortable supporting a global, multicultural and 24x7 operational environment. Willingness to coach team members, build documentation and support upskilling of L1/L2/L3 resources. Preferred: Microsoft Certified: Endpoint Administrator Associate, Microsoft Certified: Enterprise Administrator Expert, Microsoft Certified: Security Administrator Associate, Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Identity and Access Administrator Associate, or ITIL Foundation v4.