Director, Technical Support Operations

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. The Director of Technical Support Operations is responsible for the hiring, training, development, and ongoing leadership of the Technical Support Operations department. This includes onboarding, operational training resource management, and the growth and development of staff. This role is responsible for maximizing the success of Jamf’s Technical Support department by measuring case deflection, systems readiness, Technical Support agent onboarding, and continuation training.  

 

This role requires the Director, Technical Support Operations to periodically be in-person in Minneapolis, MN; Eau Claire, WI; and travel as needed.

 

What you can expect to do in this role:

• Lead an operations team consisting of systems & project specialists, customer content creators, and technical support trainers while providing professional development and guidance, globally 
• Track overall effectiveness with KPIs, Metrics, and ROI   
• Oversee the Technical Support department tech stack 
• Train new Technical Support hires on our proprietary technology and third-party tools used internally  
• Identify educational areas of opportunity for the teams we serve to conduct refresher training and aid in refining the curriculum   
• Create curriculum and curriculum-based assessments to gauge learner progress  
• Help create standards for quality and best practices for all TS Operations and Training initiatives  
• Work with Human Resources team to interview and hire employees into department 
• Assign requests to team members, provide direction, and perform QA reviews as needed   
• Keep track of project timelines, rollouts, and evaluations   
• Collaborate and partner with internal stakeholders to align on ownership of activities as relates to external-facing content, new hire onboarding, and additional content needs by department as requested   
• Demonstrate a relentless passion for the success of Jamf’s customers  
• Constantly improve processes and workflows to maximize team reach and impact  
• Serve as a consistent customer advocate to the organization to drive customer focus at Jamf 
• Other leadership duties as determined through business needs’ assessment 
• #LIRemote

 

What we are looking for:

• Minimum of 8 years experience leading in an operations, customer service, training, or content creation department (Required) 
• Experience managing project delivery in scope and timing (Required) 
• Strong familiarity with the Apple ecosystem (Preferred) 
• Experience helping customers with complex needs to be successful (Required) 
• Experience working with LMS and walk-through platforms (Required) 
• Experience managing a team (Required) 
• Experience with CMS systems such as Peoplesoft, ServiceNow, Intercom (Required)
• Strong familiarity with Jamf products and relevant integrated technologies (Preferred) 
• Experience with tracking and reporting on key performance metrics (Preferred)
• Bachelor's Degree (Preferred)
• A combination of relevant experience and education may be considered

 

How we help you reach your best potential:

• Named a 2024 Best Companies to Work For by U.S. News

• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families

• Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®

• Named a 2023 Best Workplaces for Women™ by Great Place to Work® and Fortune Magazine

• We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees!

• You will have the opportunity to make a real and meaningful impact for more than 70,000 global customers with the best Apple device management solution in the world.

• We put people over profits – which is why our cust