At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. We take pride in helping tens of thousands of customers around the globe succeed with Apple.
Jamf offers remote, in-office, and hybrid roles. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. Manager works in shift. The shift work includes working Monday to Friday between 4 PM - Midnight. This is a full-time position.
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)
- > 2 years 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
Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at [email protected]
What We Do
Jamf, the standard in managing and securing Apple at work, extends the legendary Apple experience people love to businesses, schools and government organizations through its software and the 100,000 members of Jamf Nation, the largest community of Apple IT admins in the world. Today, 75,300 global customers entrust Jamf with more than 32.3 million devices as of 12/31/23.
