Device Administrator - MFLC

This is a hybrid position where the employee will work partially in office and partially from hom
This position provides overall administration and coordination of mobile devices utilized by the field operations staff. This position will have overall responsibility for administration of the mobile device program, including budget, vendor selection and relations, product review/selection as well as front line, first call resolution service to users on issues related to phone distribution, programming, and use.

• Administers overall mobile device program, including determining the best vendor for service, the best product to meet program needs, projecting inventory, managing budget, assessing resource needs, reviewing phone coverage map and utilization, ordering new /replacement phones and working with Magellan purchasing to complete orders.
• Identifies trends or patterns in service issues, recommend or create resources, user guides, or recommendations for training to proactively address trends. Continually review program-specific resource material to ensure updates are made and obsolete material is removed.
• Manages transfer, set up, and distribution of devices to counselors rotating in/out of remote location assignments, assuring new counselor`s device has been wiped clean and reset and has applications re-loaded to assure accurate data entry, time reporting, and access to e-mail. Activates and encrypts the devices, loads program-specific applications, test to ensure operational, and send to the appropriate counselor.
• Maintains phone inventory; maintain spreadsheet on the location and assignment of each phone and manage the transition of phones between counselors; keep and maintain physical inventory of phones and accessories assuring availability of replacement phones and accessories, i.e. batteries, etc. Replaces damaged or non-working phones, determining cause of damage and if warranty or non-warranty replacement is necessary.
• Tracks status of calls, emails, and inquiries in appropriate systems. Responds to, resolves, or forwards inquiries received through support email boxes. Provides customer support to counselors: Actively listen and probe callers in a professional and timely manner to work toward first call resolution of phone related issues.
• Coordinate, distribute and track Government Furnished Property (GFP) in accordance with government regulations. Work with GFP vendor to coordinate any changes to inventory and complete in the field and inventory GFP audits per company policy.
• All other duties as assigned.

Other Job Requirements
Responsibilities
Associate degree required.
May consider applicants with a high school diploma plus 2 years' experience in lieu of an associate degree.
2+ years of experience in phone/device administration.
Experience in managing cell phone technology and high-level skill in use of Excel to include VLOOKUP and tools to manage complex systems.
Technical help desk, call center, or other related experience providing first call resolution for numerous and diverse user challenges associated with system, hardware, or software access and use, especially cell phones.
Experience managing a function or program, including budget and resources.
Customer service experience including providing technical and instructional support and problem resolution for users who are navigating through systems or applications.
Must be able to work independently and excellent decision making.
General Job Information
Title
Device Administrator - MFLC
Grade
21
Work Experience - Required
Customer Service, Project/Program Management
Work Experience - Preferred
Procurement
Education - Required
Associate
Education - Preferred
Bachelor's
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:
$45,655
Salary Maximum:
$68,485
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.