Job Summary

This role provides expert leadership in Mac application packaging and JAMF management for large-scale support operations. The position drives operational excellence by optimizing technical processes, ensuring delivery against client SLAs, and guiding teams through complex problem-solving and innovation initiatives. The individual empowers teams to deliver high-quality support while continuously improving workflows and aligning with organizational objectives.

Key Responsibilities

1. Lead Mac application packaging operations using JAMF Pro and industry-standard packaging tools, ensuring efficient deployment, update management, and compliance with enterprise standards.
2. Oversee and optimize end-to-end application lifecycle management by leveraging JAMF automation, configuration profiles, and policy management to maximize operational efficiency and minimize downtime.
3. Guide and mentor packaging engineers in troubleshooting, root cause analysis, and advanced scripting (Bash, Python, AppleScript) for scalable solution delivery.
4. Ensure client SLAs are consistently met by monitoring ticket queues, prioritizing escalations, and implementing proactive incident management strategies in the JAMF environment.
5. Drive innovation in packaging methodologies, process automation, and reporting by adopting new JAMF features and industry best practices.
6. Collaborate with internal stakeholders to gather requirements, translate business needs into technical solutions, and oversee implementation within the Mac management ecosystem.
7. Develop and enforce documentation standards, knowledge base articles, and operational runbooks for continuous improvement in support processes.

Skill Requirements

1. Excellent Skills In Scripting Languages Such As Bash, Python, And Applescript For Automation And Troubleshooting.
2. Advanced Ability To Lead Operational Process Optimization And Implement Best Practices In Mac Endpoint Management.
3. Strong Expertise In Managing Jamf Configuration Profiles, Policies, And Device Compliance Workflows.
4. Excellent ProblemSolving, Mentoring, And Stakeholder Management Skills Within Large, Complex Enterprise Environments.
5. Solid Understanding Of Itil Processes And Service Management In The Context Of Mac Support Operations.

Other Requirements

1. JAMF Certified Expert (JCE) or JAMF Certified Admin (JCA) certification is highly recommended.
2. Optional: Apple Certified Support Professional (ACSP) certification is valuable