Service Desk Leadership

Serve as the senior escalation point for complex Apple-related incidents and service requests.

Provide guidance, mentoring, and technical direction to Service Desk analysts.

Monitor service desk performance, ensuring adherence to SLAs, response times, and quality standards.

Participate in queue management, prioritizing and distributing workloads across the team.

Advanced End-User Support

Deliver Tier 2/Tier 3 support for macOS, iOS, and iPadOS, resolving advanced hardware, software, and connectivity issues.

Handle escalations via phone, email, chat, or onsite support.

Perform root cause analysis and implement long-term solutions.

Device Management & Administration

Lead the administration of the organization’s MDM platform (JAMF Pro, Mosyle, Intune), including device enrollment, configuration, compliance, and security.

Manage macOS user accounts, permissions, security policies, and system maintenance tasks.

Software & Application Support

Oversee deployment and troubleshooting of enterprise applications such as Microsoft Office Suite, Adobe Creative Cloud, and other business tools.

Ensure packaging and application delivery follow best practices and maintain compliance.

Process, Documentation & Knowledge Management

Develop and maintain IT documentation, SOPs, and knowledge base articles.

Create training materials and deliver end-user education to encourage self-service and best practices.

Identify opportunities to optimize service desk workflows and recommend improvements.

Cross-Team Collaboration

Work closely with Network, Systems Administration, and Cybersecurity teams to resolve cross-functional issues.

Support IT projects by contributing technical expertise and ensuring service desk readiness.

Asset & License Management

Maintain accurate inventory records for Apple hardware and software.

Ensure lifecycle management processes (procurement, deployment, refresh, and retirement) are followed.