Manager, Technical Support

4 weeks ago

Minneapolis, Minnesota, United States Jamf Full time

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.


Shift: 10:30a - 7:00p CT

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 Customer Service department. This includes onboarding, training, resource management, and growth 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 Service 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.

What you can expect to do in this role:

  • Build and develop a self-sustaining indirect support team in collaboration with direct support offerings
  • Organize, create, and grow the processes for Technical Support
  • Develop staff on and ensure processes are used and effective
  • Facilitate resources to 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 answering local support number and effectively communicating with customers
  • Support customer retention efforts by providing excellent customer service to exceed customer satisfaction
  • Mentor and be an escalation point for anytechnicalsupport or account related issues
  • Work to ensure that the regional team is acting as part of the 24/7 Global organization
  • Other duties and special projects as assigned
  • 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 Tech Support group and extend to communication outside of department
  • Manage the escalation process for customer casesas needed
  • Provide direction and measurement of key metrics to Technical Support staff and team
  • Champion technical relationship between Support and Engineering
  • Collaborate with the others inside Support Management team to achieve future departmental and company goals

What we are looking for:

  • Minimum 2 years strong understanding of the needs and processes surrounding customer support (Required)
  • Minimum 2 years advanced Jamf Pro or Jamf product knowledge and experience(Preferred)
  • Proactive, driven, self-thinker who strives for results while contributing to the department and company goals (Required)
  • Ability to manage others in a fast paced and growing environment(Preferred)
  • 4 year / Bachelor's Degree (Required)
  • A combination of relevant experience and education may be considered

How we help you reach your best potential:

  • Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine
  • Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine
  • Named a 100 Best Companies to Work For by Great Place to Work and Fortune Magazine
  • We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
  • Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70,000 global customer base.
  • Our customers are some of the most loyal in the world. We put people over profits - which is why our customers keep coming back to us

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

#LI-REMOTE



Jamf is an equal opportunity employer and does not discriminate with regard to race, color, national origin, age, religion, disability, gender, gender identity or expression, sexual orientation, pregnancy, genetic information, familial status, marital status, military status, or any other characteristics protected by federal, state, and local applicable fair employment practices laws.

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