Customer Service Professional II - macOS Team Lead

Key Tasks & Responsibilities

Technical Support & Service Delivery

Provide Tier 1-3 support for macOS devices, including desktops, laptops, and peripherals.

Troubleshoot and resolve complex macOS hardware, software, and operating system issues.

Support enterprise applications, email systems, directory services, and collaboration tools on macOS platforms.

Serve as escalation point for Mac-related incidents and service requests.

Ensure timely resolution of issues in accordance with SLAs and service standards.

Support and administer Mac device management tools (e.g., JAMF, Intune, or equivalent).

Develop and maintain macOS images, profiles, and security configurations.

Ensure compliance with organizational security policies and standards for Apple devices.

Evaluate and integrate macOS solutions within enterprise infrastructure (e.g., identity, network, security tools).

Customer Service & End-User Support

Deliver support via phone, email, web, and in-person channels for macOS users.

Act as primary point of contact for high-priority or executive-level Mac support needs.

Maintain high levels of customer satisfaction through responsive and professional service.

Develop and maintain user documentation, FAQs, and knowledge base articles specific to macOS.

Leadership & Team Oversight

Lead and mentor Mac support technicians and specialists.

Assign and prioritize workload to ensure efficient service delivery.

Monitor team performance, ticket quality, and customer satisfaction metrics.

Provide technical leadership and guidance on macOS best practices.

Support recruitment, onboarding, and training of staff.

Process Improvement & Reporting

Identify trends in macOS incidents and implement proactive solutions.

Develop and track KPIs such as ticket volume, resolution time, and device compliance.

Ensure accurate documentation of work in ITSM tools (e.g., ServiceNow).

Support continuous improvement initiatives for Mac support processes.

Ensure compliance with IT governance, policies, and security standards.

Required Skills & Competencies

Strong knowledge of macOS operating systems and Apple hardware

Experience with macOS troubleshooting, configuration, and deployment

Familiarity with enterprise integration (e.g., Active Directory, Azure AD, identity tools)

Excellent customer service and communication skills

Strong analytical and problem-solving abilities

Ability to lead teams and manage competing priorities

Preferred Qualifications

Experience with ITSM tools (e.g., ServiceNow)

Experience in federal or government IT environments

Experience with cross-platform support (Windows/macOS)

Education & Experience

Education

Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or related field

Experience

5+ years of experience supporting macOS in an enterprise environment, including Tier 1-3 and VIP support

Experience with Apple device management tools (e.g., JAMF, Intune)

Experience in a lead or supervisory role preferred

Certifications

Apple certifications (e.g., ACSP, JAMF certifications)

ITIL Foundation certification

Security Clearance

Applicants must be able to obtain a Public Trust clearance