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Manager, Technical Support

Experienced

Jamf | 202 - Technical Support | Eau Claire, WI

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.

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 efficiently
  • 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 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 the 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 the Technical Support management team to achieve future departmental and company goals
  • Other duties and special projects as assigned
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomes, further developed and manifested in our work
  • Provides clear vision, strategies, support and expectations to ensure employees are able to learn, grow and expand their skills, perspectives and experiences to help grow Jamf
Skills & Requirements

    • 4 year / Bachelor’s degree (preferred), a combination of relevant experience and education may be considered
    • 2 years of experience in customer support (required)
    • Demonstrated in depth understanding of the logistics and operations critical to a customer support department (required)
    • 2 years of management experience (preferred)
    • Ability to manage others in a fast paced and growing environment (required)
    • 2 years of Jamf Pro and Jamf Now knowledge and experience (preferred)
    • Proactive, driven, independent thinker who strives for results while contributing to the team
    • 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
    • Strong communication skills
    • Excellent interpersonal skills
    • Excellent organizational skills
    • Strong customer service skills
    • Strong problem solving skills
    • Experience with the Apple platform

    Location: Minneapolis, MN or Eau Claire, WI
    Education: 4 year / Bachelor’s degree (preferred), a combination of relevant experience and education may be considered
    Travel: 5%
    Manager: Sr. Manager, Technical Support