Value Added Services Lead - Value Added Services

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About Firstbase, an AppDirect Subsidiary

Firstbase helps companies equip their teams with everything they need to do great work—from computers and furniture to company swag and perks. We give businesses the ability to instantly support employees with the right physical goods, and give employees the flexibility to choose what works for their unique needs. Firstbase is part of AppDirect, a subscription commerce platform that powers millions of subscriptions worldwide for organizations selling any product, through any channel, on any device—as a service.

About You

You are a technically grounded operations lead who can move fluidly between strategic oversight and hands-on work across device imaging, warranty repair, and IT asset disposition. You understand MDM platforms and endpoint management well enough to configure, troubleshoot, and serve as a credible backup when the team needs it. You are comfortable reading OEM warranty structures and secondary market pricing to make sound decisions about repair billing and resale routing. You bring enough hardware knowledge—PXE boot, ISO deployment, battery replacement, component salvage—to keep all three departments moving without a bottleneck at the top. When customers or vendors need a clear answer, you communicate with precision and ownership rather than deflecting. You spot gaps in workflow or resource allocation and act on them, reporting into the Warehouse Manager with the data to back up your recommendations.

What you'll do and how you'll have an impact

• Lead end-to-end device staging and MDM enrollment across imaging operations, including 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, overseeing the open-repair queue, OEM vendor relationships, and billing compliance for both in-warranty and out-of-warranty work.
• Drive ITAD throughput by strategically routing decommissioned devices—directing high-value assets to premium resale channels (e.g., eBay, Back Market) and bulk units to wholesale—to maximize return on retiring assets.
• Manage battery replacement queues, stock levels, and PPE supply to ensure safe, efficient processing and maximum device yield.
• Analyze and justify labor requirements across all three departments, keeping operations within defined constraints while meeting throughput targets.
• Consult with internal teams and external clients to align VAS capabilities with evolving deployment and lifecycle needs.

What we're looking for

• 2–3 years of experience in IT operations, device lifecycle management, warranty repair, or ITAD, with 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; familiarity with Apple Business Manager and Microsoft Autopilot/Entra ID is a strong asset.
• 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 both technical and non-technical audiences—this role is a key escalation point for customers and vendors, so ambiguity in messaging has a direct operational cost.
• Ability to shift between strategic planning and hands-on execution, because the role requires covering gaps across three departments when specialists are unavailable.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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