About the role
SCCM Intune Lead
Technical People Service Project Management Lead
Key Words Architecture and Design in SCCMIntune Lead conversations with customer Leading technical teams
1 Role Purpose Executive Summary
Own and lead the Endpoint Management Managed Service across Microsoft Intune and SCCMMECM comanaged or hybrid ensuring stable operations predictable change delivery and measurable improvement across one or more client tenants
Accountable for service performance SLAKPI governance CAB PIR QBR and engineering standards while managing a team of L2L3 engineers and coordinating with the L1 service desk
2 Scope Service Boundaries Typical MSP Model
In Scope Managed Service
Intune enrollment compliance configuration profiles scripts remediation app deployment reporting
SCCMMECM apppackage deployment collections client health SUPWSUS reporting boundaries maintenance windows
Comanagement governance workload split strategy phased migration
AutopilotProvisioning if contracted profiles ESP enrollment restrictions success monitoring
Endpoint posture reporting compliance encryptionBitLocker AVEDR health integration coordinate with Security
Operational governance SLAKPI CAB major incident problem RCA knowledge management
Out of Scope CustomerOwned unless explicitly included
Device procurementlogisticsasset ownership
Nonstandard application licensing and vendor contracts
Security policy ownership unless delegated
Business approvals and risk acceptance
3 Key Responsibilities
A Service Ownership SLAKPI Operational Control
Own endtoend service performance for endpoint management towers SLA attainment KPI trends backlog control quality metrics
Drive dailyweekly service reviews SLA risk mitigation and proactive actions
Ensure consistent ticket quality categorization and resolver group performance
Own service reporting packs weekly ops monthly governance QBR inputs
B Change Enablement CAB Discipline
Establish and enforce a standard change catalog patch cycles app deployments baseline policy updates ring expansions
Chair or represent endpoint tower in CAB
Maintain change artifacts implementation plan risk assessment pilot strategy rollback communications
Track change success rate and implement learnings from failed changes
C Stabilization Problem Management Reduce Noise
Run trend reviews and problem records for repeat incidents
Drive RCA for P1P2 endpoint incidents ensure preventive actions are implemented
Build a Known Error Database KEDB and link to KBrunbooks
Reduce incident volume through automation proactive remediation standardization and selfservice
D Technical Leadership Handson where it matters
Provide L3 technical oversight and design authority for Intune policy architecture SCCM deployment strategy patch governance and comanagement migration plans
Reviewapprove highrisk changes and engineering designs
Define and enforce engineering standards packaging templates detection logic testing checklists naming conventions
E Knowledge Runbooks Automation MSP Differentiator
Build and maintain an L1L2 runbook library repeatable troubleshooting service requests enrollment issues patch failures
Improve knowledge quality via review cycles article structure and shiftleft enablement for L1
Drive automation roadmap proactive remediations scripts health checks selfheal routines
F People Leadership Team Capability
Lead endpoint engineering teams typical 415 hiring performance management coaching training plans
Establish tiered support model L1 triagerunbooks L2 resolver L3 engineering
Build skills coverage across Intune SCCM packaging patching Autopilot reporting
G Project Program Delivery within Managed Service
Deliver towerlevel initiatives Windows feature updates security baseline rollouts tool modernization
Maintain RAID logs dependencies rollout plans stakeholder communications
Coordinate across networksecurityidentityapp owners and customer stakeholders
4 Deliverables ClientFacing Outputs
Service Operations Pack weeklymonthly SLA dashboard KPI trends backlog aging top categories repeat issues actions
Change Pack standard change calendar CAB submissions change success rate analysis
Stabilization Plan first 3090 days top incident drivers quick wins automation candidates roadmap
Knowledge Runbook Library L1 scripts L2 troubleshooting guides engineering SOPs
Endpoint Standards packaging standards policy design standards ring strategy exception process
Continuous Improvement Backlog with business cases and ROI
7 Skills Experience What to require
Technical Must Have
Intune Win32 apps complianceconfig profiles scriptsremediation reporting
SCCMMECM deployments collections SUPWSUS client health