We’re moving 520 laptops to Intune/Autopilot by March, and I’m reshaping the help desk into a clear Tier 1/2/3 ladder to keep growth and coverage sane. For those who’ve done this, what job titles and on-call rates worked for a 5-person team handling after-hours incidents and patch windows?
We did this with about 450 endpoints: titles were Service Desk I (Tier 1), Endpoint Specialist (Tier 2), and Intune/Endpoint Engineer (Tier 3), with a rotating week-long on-call where Tier 2 fronted after-hours and escalated to Tier 3 for Autopilot/ESP issues. We paid $200–$300/week standby plus 1.5x hourly for worked time (2x during patch windows), and wrote it down as “Tier 2 owns Autopilot failures; Tier 3 owns enrollment/ESP policies” so nobody sleeps under their desk. Does that fit your market, or are you leaning per-hour standby instead?