Value Added Services (VAS) Lead

AppDirect • Philadelphia, PA

6d

About The Position

The Value Added Services (VAS) Lead oversees device imaging and staging, warranty and repair operations, and IT asset disposition (ITAD). The role combines operational leadership and hands-on technical support, including device imaging, MDM enrollment, hardware troubleshooting, repair and resale routing, and battery replacement workflow management. The Lead uses operational data to assess labor needs, maintain throughput, and recommend workflow or resource changes, reporting to the Warehouse Manager. The role also serves as an escalation point for customers and vendors and consults with internal teams and external clients about deployment and device lifecycle needs.

Requirements

• 2–3 years of experience in IT operations, device lifecycle management, warranty repair, or ITAD.
• Some team-lead or supervisory responsibility.
• CompTIA A+ certification (required).
• Hands-on experience with modern endpoint management platforms such as Microsoft Intune or Jamf Pro.
• Working knowledge of PXE boot environments and ISO-based imaging workflows.
• Familiarity with OEM warranty billing structures and secondary-market pricing for ITAD channels.
• Clear, precise communication with technical and non-technical audiences, including customers and vendors.
• Ability to balance strategic planning with hands-on execution and cover operational gaps across three departments.

Nice To Haves

• Familiarity with Apple Business Manager and Microsoft Autopilot/Entra ID.

Responsibilities

• Lead end-to-end device staging and MDM enrollment across imaging operations, providing hands-on support for PXE boot and ISO deployments when needed.
• Serve as the primary escalation point and operational backup for the Warranty & Repair team; oversee the open-repair queue, OEM vendor relationships, and billing compliance for in-warranty and out-of-warranty work.
• Route decommissioned devices to appropriate resale channels, directing high-value assets to premium resale channels and bulk units to wholesale to maximize returns.
• Manage battery replacement queues, stock levels, and PPE supply to support safe, efficient processing and device yield.
• Analyze and justify labor requirements across imaging, warranty and repair, and ITAD while operating within defined constraints and meeting throughput targets.
• Consult with internal teams and external clients to align VAS capabilities with evolving deployment and lifecycle needs.
• Identify operational gaps and recommend workflow or resource-allocation changes, supporting recommendations with data.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed