Summary

Department/Team Purpose:

Technology Operations is responsible for the management and technical support of our corporate and product platforms and infrastructure. We play a critical role guiding and supporting the engineering functions to deliver critical strategic technology initiatives, programs, and large projects across the division. We provide major incident management and empower the business and engineering functions with the data and insights they need to make critical infrastructure decisions. 

Role Purpose:

The Team Lead for Technical Services L2 will oversee advanced support operations, focusing on macOS environments and JAMF strategy. This role will provide leadership to the L2 technical team, drive endpoint management strategy, and ensure alignment with security and compliance standards. The Team Lead will mentor Technical Support engineers, manage escalations, and collaborate with cross-functional teams to deliver a seamless IT experience.

Key Responsibilities: 

1. Lead the L2 Technical Services team, providing guidance and performance management.
2. Define and execute macOS and JAMF strategy, including Apple Business Manager integration.
3. Oversee JAMF Pro, JAMF Connect, and related automation workflows.
4. Manage escalated incidents and ensure timely resolution of complex technical issues.
5. Collaborate with Infrastructure and DevOps teams on automation and integration projects.
6. Drive endpoint security and compliance initiatives across macOS fleet.
7. Develop and maintain documentation, standards, and best practices for device management.
8. Provide oversight for Network configuration and support activities
9. Mentor team members and foster a culture of continuous improvement.
10. Participate in strategic planning for technology lifecycle and modernization efforts.

Skills and Experience:

Essential 

1. Proven leadership experience in IT support or infrastructure teams.
2. Advanced proficiency with JAMF suite (Pro, Connect, Protect) and Apple Business Manager.
3. Strong understanding of macOS lifecycle management and patching workflows.
4. Experience with automation and scripting (Python, Bash) for device management.
5. Knowledge of cloud platforms (AWS, Azure) and integration with endpoint management.
6. Familiarity with security and compliance frameworks for enterprise environments.
7. Excellent problem-solving and decision-making skills.
8. Strong communication and stakeholder management capabilities.
9. Ability to mentor and develop technical talent within the team.
10. Adaptability to changing priorities and fast-paced environments

Skills

• AWS
• Communications Skills
• IT support
• Leadership
• Problem Solving
• Python
• Team Collaboration