Customer Service Professional II - macOS Team Lead

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional - macOS Team Lead who is responsible for leading the delivery of technical support and services for Apple macOS-based systems within an enterprise environment. This role provides advanced troubleshooting, team leadership, and strategic oversight of Mac endpoint management, ensuring high-quality customer service and alignment with organizational IT standards.

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

• 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

• Apple certifications (e.g., ACSP, JAMF certifications)
• ITIL Foundation certification