Managing the overall MDM solution design utilising best practice.Patch management of all new and existing software including minor and major updates to all operating systems and ensure smooth deployment with limited issues.Take the lead on projects from analysis through to implementation and deal with complex technical platforms.Investigating, analysing and resolving technical issues.Actively pursuing mechanisms for preventing, or automating the response to reoccurrences.Communication with both team members and the wider business. Including writing How-To documentation with step-by-step procedures.Maintaining synchronicity between MDM platforms and asset management system.Engaging and ensuring any security changes or initiatives that might have MDM related impacts are evaluated and reviewed with the IT operations and support organisation.Providing recommendations on strategy & roadmap definition to maximise the effectiveness of MDM implementation.Leading estimation efforts to develop an understanding of potential solution costs and delivery timescales.Evaluating emerging technologies to ensure technical solutions are compatible with the company's business needs and strategic objectives.Finding and documenting common issues and providing/implementing an efficient & permanent solution.Planing large scale rollouts in conjunction with Satellite/Remote Offices.Providing recommendations for the IT Policy Documents.

Lead the global IT function and strategy for the company.Manage all company IT infrastructure including networks, file servers, Microsoft Exchange, identity services, Mac and Windows notebooks, desktop hardware, iOS mobile devices and cloud telephony.Manage relationships with a number of 3rd party suppliers.Manage, update and ensure compliance with cyber security policies to ensure the company is Cyber Essentials certified at a minimum and exceeds the guidance where possible.Lead a project to migrate a number of company services to Microsoft 365, encompassing Exchange Online, SharePoint, One Drive, Teams, multi factor authentication and conditional access.Carry out installation of new hardware and software, using automation where possible to speed up workflows.Identify areas for IT service improvement, plan and implement new functionality and systemsManage change requests and work with suppliers to deliver changes, patches and updates to systems on-time and on-budget.Lead the IT Service Desk team to deliver the best possible service to the business. Ensure that all queries are resolved in a timely and empathetic manner and any lessons are fully documented for future reference.Make use of KPIs to measure performance and identify areas of opportunity for service improvement.Line manager responsibilities for the First and Second Line Support team, with a focus on building strength and depth of knowledge through coaching, mentorship, on-the-job learning and structured training.

Gather requirements for new functionality, improvements and updates for new and existing retail systems.Own the new store opening process from an IT perspective. Define, procure, build, configure, ship and install IT equipment for new stores globally - including network infrastructure, tills, back office equipment, stock management equipment and any other in-store systems.Leverage Jamf Pro and Apple Business Manager for deploying and managing over 1000 iOS devices in retail stores all around the world, these devices are critical in inventory management, communications, attendance management and merchandising within stores.Act as product owner for in-store systems based on Apple Hardware, including POS, HR and Attendance Management and all in-store Apple devices and associated appsManage supplier relationships for a number of systems including POS, payments and in-store displaysManage access to company data using Azure Active Directory user accounts and email addresses in Exchange Online.Research and implement new technologies that improve retail experiences and drive efficiencies.

Provide technical support for macOS, iOS and Mac hardware, Windows 7 and 10, Microsoft Office 365, Office 2011 - 2016, Adobe CC, Microsoft Exchange and a number of other internal systems.Specify, evaluate and implement an MDM solution. Migrated the business to an iOS based solution using Jamf Pro.Coordinated cross-team projects to set up a number of international offices in Turkey, India and Hong Kong. Liaised with existing and local suppliers to source all aspects of IT equipment including network, client kit, print and telephony.Manage deployment, imaging, maintenance and updates of Mac and iOS devices using JAMF Pro, Apple Business Manager, (Previously DEP and VPP).Integration of Apple devices into a Windows Server and Active Directory environment to give access to network resources including identity management, file servers, print and telephony access.Set up new user equipment, Active Directory and Office 365 accounts, mailboxes and security groups.

Deliver classroom-based technical and customer service training to new members of the technical support (Genius) team for Apple Stores in the UK, USA and Australia.Assess skill level of training participants and leverage various training methods to engage, inspire and motivate the class.Deliver and validate training on OS X and iOS software and hardware troubleshooting and support.Prepare and manage classroom inventory processes and set up equipment for training.Evaluate participant performance during training and provide feedback to leadership teams for further development opportunities.Stay up to date with the most recent Apple technologies and global support policies.Provide feedback on Genius Training content and curriculum and when required I provide assistance with localisation for the UK and Australia.

Provide world-class, face to face techincal support for all Apple products. Carry out Genius Bar appointments in an empathetic, timely and fair manner. Help restore each customer's relationship with their Apple product and the brand.Educate owners of Apple products on how to get the most out of their device in everything from sending an email, to creating a feature film.As an Apple Certified Mac Technician I systematically troubleshoot hardware, software and user issues with Apple Macs, iOS devices, wireless networks and iPods. Act as a resource for other store employees for technical questions and hardware and software support.

Create a world class customer experience that promotes excitement around Apple ownership and build loyalty to the products and our stores.Passionately engage customers, showcase Apple technology, and help them discover how our products can enrich their lives.Deliver transformational experiences throughout customer journey at Apple Retail Stores for new and returning customers.