Head of Technical Support & MDM

The Head of Technical Support & MDM plays a crucial role in ensuring smooth deployment and management of mobile devices. Responsibilities include managing MDM solutions, diagnosing technical issues, optimizing device performance, and providing high-level support for Apple products like iPhones. They also document best practices for internal use and work closely with internal teams.

Candidates for the Head of Technical Support & MDM position should have extensive experience with MDM solutions, particularly with tools like Jamf or Microsoft Intune. Strong troubleshooting skills, familiarity with Apple devices, and prior technical support experience are essential. Excellent communication abilities are also required to explain complex technical issues.

While not mandatory, having additional skills like knowledge of automation tools for IT workflows or experience with WordPress website management is a nice-to-have for applicants. Familiarity with networking and security protocols is also beneficial in this role.

The Head of Technical Support & MDM ensures device security by implementing and managing security policies through MDM solutions, optimizing compliance, and monitoring for any security threats. They also play a proactive role in troubleshooting any device security-related issues.

The Head of Technical Support & MDM will utilize MDM solutions such as Jamf, Microsoft Intune, and possibly other tools related to DNS and content filtering for troubleshooting various technical issues, especially on Apple devices.

When discussing your experience with MDM solutions, consider detailing specific tools you've worked with, like Jamf or Microsoft Intune. Explain how you managed device enrollment, set security policies, or tackled device management challenges, demonstrating a comprehensive understanding of MDM practices.

Describe your systematic approach to troubleshooting by emphasizing diagnosing the problem, isolating issues, and testing solutions. Provide examples of complex issues you've resolved and the methodologies used, showcasing your critical thinking and problem-solving capabilities.

You should explain your familiarity with MDM workflows and automated processes. Mention techniques like clear communication with users, training, and creating detailed guides to streamline enrollment. Highlight any past experiences where you successfully implemented such strategies.

Discuss your commitment to continuous learning, whether through industry forums, webinars, or subscribing to tech journals. Mention any specific resources you follow to keep abreast of evolving MDM landscapes and best practices.

Highlight your hands-on experience with iPhones, detailing your familiarity with their operating systems, troubleshooting techniques, and any prior roles where you managed Apple devices, emphasizing any relevant MDM approaches you've employed.

Share a specific anecdote of a challenging issue you encountered. Explain the steps you took to identify the problem, the solutions implemented, and the outcomes achieved. This will illustrate your analytical abilities and commitment to customer satisfaction.

Demonstrate empathy and patience in your response. Emphasize active listening, understanding the user's concerns, and providing tailored troubleshooting steps. Describe how you would reassure them that their issue will be addressed promptly.

Discuss the importance of creating clear, concise documentation of troubleshooting steps, FAQs, and best practices. Mention any tools or formats you prefer, emphasizing how good documentation can enhance team efficiency and user support.

Reflect on your passion for technology and helping users solve problems. Share your desire to shape a technical support team and how your experience aligns with the company's goals, emphasizing how you can bring value as a leader.

Explain your prioritization strategies, such as assessing the severity and urgency of issues to manage your workload effectively. Talk about tools or systems you use to organize and track tasks, ensuring that critical issues are addressed promptly.