Technical Support Manager

Summary

Join Jamf as a Manager of Technical Support and lead a team focused on providing exceptional customer service and technical support for Jamf products. This remote role, based in Poland, requires managing staff, developing support processes, and ensuring high-quality support. You will mentor your team, manage escalations, and collaborate with other departments. The ideal candidate possesses strong customer service, communication, and problem-solving skills, along with experience managing teams in a fast-paced environment and a deep understanding of customer support processes. This full-time position offers the opportunity to work remotely and contribute to a thriving, inclusive workplace.

Requirements

• > 2 Years Strong understanding of the needs and processes surrounding customer support
• > 2 years Ability to manage others in a fast paced and growing environment
• Proactive, driven, independent-thinker who strives for results while contributing to the team
• 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

Responsibilities

• 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

Preferred Qualifications

• > 2 Years Advanced knowledge and experience with Jamf Products
• Apple Platform knowledge

Benefits

Remote work