Head of Technical Support & MDM - (SA)

As the Head of Technical Support & MDM, your main responsibilities will include managing MDM solutions to ensure smooth device deployment, securing device enrollments, and maintaining optimal performance. You will be diagnosing technical issues related to mobile devices, particularly iPhones, and assisting with configurations such as DNS and content filtering. Providing high-level technical support to both customers and internal teams will also be a key duty, ensuring all queries are resolved efficiently.

To be considered for the Head of Technical Support & MDM role, candidates should have extensive experience with MDM solutions like Jamf or Microsoft Intune, strong troubleshooting skills, and familiarity with managing Apple devices, especially iPhones. A background in technical support or device management roles is highly desirable, alongside excellent communication skills for effectively conveying technical information.

Candidates for the Head of Technical Support & MDM position should be familiar with MDM solutions such as Jamf, Microsoft Intune, Kandji, or MobileIron. Additionally, familiarity with DNS and content filtering technologies is beneficial, as well as knowledge of automation tools for IT workflows and WordPress website management. These skills will help ensure effective device management and technical support.

In the role of Head of Technical Support & MDM, you will contribute significantly to device security by implementing robust security policies, ensuring compliance through MDM best practices, and optimizing device performance. Your hands-on troubleshooting of technical issues will help maintain the integrity of mobile devices by addressing potential vulnerabilities swiftly.

Yes, prior experience with Apple devices, particularly iPhones, is essential for the Head of Technical Support & MDM position. Your familiarity with these devices will enable you to effectively diagnose issues and deliver high-level support, which is crucial for ensuring a seamless experience for our users.

When answering this question, be specific about the MDM solutions you have worked with, such as Jamf or Microsoft Intune. Explain your role in implementing these solutions, the challenges you faced, and how you overcame them. Highlight your accomplishments in enhancing device security and user satisfaction.

Discuss your approach to prioritization, such as assessing the severity of the issues, the impact on users, and deadlines. Provide examples of how you handled similar situations in the past, highlighting any tools or systems you use for organization.

Outline a systematic approach to troubleshooting iPhones, starting from gathering user feedback to testing and documenting steps taken. Share specific examples of challenges you’ve resolved and the outcomes of your interventions.

Explain the importance of patience and empathy with users. Describe how you would work closely with them, involve other team members if necessary, and keep the user informed throughout the process, ensuring that satisfactory resolutions are provided.

Detail your experience with DNS configurations and content filtering technologies in previous roles. Explain how you have implemented or troubleshot these systems, including the outcomes of your efforts and how it benefited the organization.

Highlight your approach to documentation as a critical component of technical support. Discuss specific examples of documentation you’ve created and how they have helped improve processes, user understanding, or team efficiencies.

Explain the best practices you've implemented in previous roles, such as regular audits, policies enforced via MDM, and training for users on security protocols. Provide examples of how these practices led to improved security.

Discuss your methods for staying current with advancements in MDM and Apple products, such as attending webinars, following industry publications, or being part of relevant professional networks. Share how this knowledge has positively impacted your work.

Provide an example of a process you reviewed and improved. Describe the steps you took, the changes you implemented, and the impact those changes had on the efficiency or effectiveness of the support team.

Emphasize the importance of clear and concise communication. Provide specific examples of how you've explained complex technical issues to non-technical users and the techniques you've used to ensure understanding, such as analogies or visual aids.