Manager, Technical Support | 4PM to 12AM

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.

Jamf offers remote and hybrid positions. Depending upon the role, work in the office, connect 100% remote from your home, or find the blend that works best for you.

What you’ll do at Jamf:

The Manager of Technical Support is responsible for staffing, development and maintenance of the Technical Support team within the Technical Support department. This includes onboarding, training, resource management, and development of staff. This role aims to sustain and grow operations surrounding workflows, technical support knowledge, and customer satisfaction through indirect channels. The Manager of Technical Support must maintain a strong relationship with other Customer Experience managers and other departmental managers to ensure that the technology, processes and communication required by Technical Support works in line with the efforts of the company.

This role is remote in Poland. We are only able to accept applications for those based in Poland or have sponsorship to live and work in Poland.

What you can expect to do in this role:

• Build and develop a self-sustaining support team
• Mentor and be an escalation point for any technical support or account related issues
• Organize, create, and grow the processes for Technical Support
• Develop staff on, and ensure processes are used effectively
• Facilitate resources for the team to ensure high quality technical support for customers
• Ensure target response times are monitored and requests are processed in a time consistent with the efforts of the organization
• Ensure staff is effectively staffing our standard support phone line and live chat, and effectively communicating with customers
• Support customer retention efforts by providing excellent customer service to exceed customer expectations
• Deliver reports and measurements of metrics and performance to staff and management
• Build and maintain written technical documentation resources for Jamf
• Create and encourage methods for facilitating knowledge transfer within the Technical Support team and extend to communication outside of department
• Manage the escalation process for customer cases as needed
• Provide direction and measurement of key metrics to Technical Support staff and team
• Work to ensure that the regional team is acting as part of the 24/7 Global organization
• Collaborate with the others inside Technical Support management team to achieve future departmental and company goals
• Other duties and special projects as assigned

What we are looking for:

• > 2 Years Strong understanding of the needs and processes surrounding customer support (Required)
• > 2 Years Advanced knowledge and experience with Jamf Products (Preferred)
• Ability to manage others in a fast paced and growing environment (Required)
• Proactive, driven, independent-thinker who strives for results while contributing to the team (Required)
• Strong Communication; excellent Interpersonal and organizational skills
• Strong Customer Service and problem solving skills
• Ability to communicate complex technical terms in an easy to understand, non-technical manner
• Self-starter, energetic multi-tasker, highly motivated and team player
• Ability to engage with and establish trust and rapport with all levels of customers and employees
• Apple Platform knowledge preferred
  

What is a Jamf?
You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do the right thing.

What does Jamf do?
Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf’s purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.

We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology – freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf