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Senior Manager, Technical Support Enablement

Company: Hirebridge
Location: Austin
Posted on: February 24, 2021

Job Description:

Jamf, founded in 2002 and headquartered in Minneapolis, MN, is the creator of the Jamf Pro, the only suite of client management software developed exclusively for the Apple platform. As such, it offers a native solution that provides great breadth and depth of functionality for IT managers including inventory, package building, image management, remote imaging, remote updates, iOS mobile device management and a powerful framework for automated support. Senior Manager, Technical Support Enablement Who we are:
Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people love to businesses, schools, and government organizations by simplifying Mac, iPad, iPhone and Apple TV deployment, management and security - anytime, anywhere.-- We are a group of curious, self-starters with a passion for helping people make sense of technology - freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe, all the while getting to work with the best Apple infrastructure and security platform in the world.--We have over 1,300 employees worldwide with offices in the U.S., Europe, Japan, and Australia.--To learn more visit:--https://www.jamf.com/careers .-- What you'll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work.--The Senior Manager, Technical Support - Training and Enablement is responsible for ensuring the Technical Support department has the knowledge, skills, and resources to provide best in class support for all customers of Jamf. The scope will include but is not limited to: new hires, role transitions, Knowledge Centered Support, product updates, new products, Apple updates, systems and tooling. They will need to work closely with Technical Support leadership in identifying opportunities and needs proactively, as well as work cross-departmentally to ensure timely creation and delivery of content. In addition to the responsibilities listed below, they will manage a team responsible for the tasks and projects that contribute to the training and enablement of Technical Support.
Responsibilities

  • Maintain general oversight regarding the construction, delivery, and evolution of Technical Support Training and Enablement, including but not limited to Jamf Products and Technical Support tooling and systems.
  • Directly hire, manage, coach and develop a team who will drive enablement strategies, programs, and content to help Technical Support stay abreast of ever changing technologies and help Technical Support onboard new employees.
  • Oversee the use of LMS in Technical Support.
  • Assist in definition, scope, and objectives of new projects regarding Technical Support Training and Enablement.
  • Oversee all aspects of the programs; assign responsibilities, set deadlines, manage accountability, and summarize progress of programs and projects.
  • Develop cross-departmental relationships to ensure awareness of any and all upcoming changes that Technical Support would need training / enablement on.
  • Create and maintain documentation for all Technical Support Training and Enablement processes.
  • Develop global relationships to foster Technical Support Training and Enablement alignment across all regions, when/where it benefits Technical Support to do so.
  • Responsible for procuring licenses, hardware, etc. as needed for training and testing purposes.
  • Oversee management, logistics, and planning of content for Technical Support during annual company summit.
  • Manage and deliver communications on a regular cadence for Technical Support leadership to ensure the team is informed of any updates and training opportunities.
  • Continuous review of all products within the Jamf Product Portfolio and Apple beta materials with release notes to understand the impact of a release on the training curriculum.
  • Additional projects and duties as assigned.
  • 4 year / Bachelor's Degree (preferred, a combination of relevant experience and education may be considered)
  • > 2 years experience in technical/customer support (required)
  • > 2 years experience working with complex projects
  • Experience managing or mentoring a team
  • Experience working with remote, geographically distributed teams
  • General experience with MacOS and iOS (required)
  • Understanding of training program structures
  • Experience with learning management systems
  • Ability to take ownership and independently drive key initiatives
  • Change oriented and ability to work effectively in the face of ambiguity, shifting priorities
  • Maintain a positive outlook in difficult situations while working on multiple programs at the same time
  • Able to articulate ideas clearly and succinctly in a variety of settings and style
  • Build trusting relationships, credibility, and use communication and influence skills to partner effectively with stakeholders to improver decision-making and business outcomes
  • Act as a catalyst formulating a team-oriented environment to achieve common goals
  • Ability to collaborate and communicate effectively with team members in remote locations
  • Ownership and accountable for achieving personal and team goals
  • Creative analytical mind and strong analytical skills, an avid learner striving toward relentless self-improvement How we help you reach your best potential:
    • We are progressive, but laid back. You are free to be you and work how you work best. Here, you manage your own day and your own work style.
    • Our people are what make us great, and we protect our people. Jamfs across the globe receive a superior compensation and benefits package.
    • Everyone has a voice and everyone can make a difference, our more than 90% employee retention rate agrees!
    • Opportunity to make a real and meaningful impact for more than 38,000 global customers with the best Apple device management solution in the world.
    • We put people over profits - which is why our customers keep coming back to us.
    • Ability to support and give back to your community through volunteer paid time off.
    • We embrace all perspectives. Our employee led I&D groups encourage employees to make real, actionable differences here at Jamf.
    • Ability to grow in your professional career through advancement opportunities, including tuition reimbursement for those obtaining a degree.
    • 24 of 25 world's most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
    • Over 100,000 Jamf Nation users, the largest online IT community in the world. You are the right kind of Jamf if:
      You go above and beyond for others, genuine and willing to help, always. You support the team around you, you don't point fingers or pass blame. You take responsibility for your actions, are open, and respect others. You value different perspectives, in how you work and how you learn. You are naturally inquisitive, like to create and be creative. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You're not a jerk. You put people first. You are a good person, someone who just wants to do the right thing. Why Jamf?--
      Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We focus on the human before we focus on the technology. We are just good people that have it at their core to do what's right - for our customers, our employees and our communities. 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.

Keywords: Hirebridge, Austin , Senior Manager, Technical Support Enablement, Executive , Austin, Texas

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