Manager, Technical Support

What you’ll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work. The Manager, Technical Support is responsible for the day-to-day leadership of a Technical Support team, ensuring timely, effective, and empathetic customer support. This role works closely with cross-functional partners to align team performance with strategic business goals and customer outcomes. The Manager supports their team in understanding the what, the how, and the why of support priorities — from service quality and customer satisfaction to operational excellence. As a skilled people leader and customer advocate, the Manager empowers their team to grow in their craft and deliver exceptional support experiences.

In this role, you'll lead a team dedicated to Jamf's Premium Support customers, these are organizations that depend on a higher level of partnership, faster resolutions and a support experience that goes beyond the ticket.

This role is hybrid in the Netherlands. We are only able to accept applications for those based in the Netherlands or have sponsorship to live and work in India. We are looking for a candidate who wants to work hybrid from the Amsterdam office 2 days per week.

 

What you can expect to do in this role:

• Coach direct reports to foster growth and development with an emphasis on our values of selflessness and relentless self-improvement.
• Conduct regular 1:1s, goal setting, and performance reviews to ensure continuous development, provide actionable feedback, and foster strong relationships built on trust and accountability.
• Remove obstacles and provide resources for members of Technical Support, to enable them to do their best work.
• Hold team members accountable to performance goals (KPIs), quality standards, and established processes.
• Maintain and contribute to evolving departmental policies, contributing both directly and through collaboration.
• Champion our customer's success by ensuring support engagements are outcome-driven and aligned with customer goals; manage escalations, gather feedback, and identify opportunities for improvement.
• Monitor team performance and business impact, taking proactive action to ensure customers receive timely and effective support.
• Participate in hiring, onboarding, and staffing processes.
• Cultivate an inclusive and supportive team environment where every member feels respected, valued, and empowered to contribute.
• Other duties as assigned, including but not limited to, travel (up to 20%), leading or supporting strategic cross-functional initiatives, customer escalation oversight, and customer engagement.
• Proven ability to navigate organizational complexity while managing competing stakeholder interests fairly and effectively.

What we are looking for:

• 2+ years of demonstrated experience managing direct reports (required).
• Excellent written and verbal communication skills (required).
• Strong ability to listen effectively and exercise empathy in all contexts and situations with a variety of audiences, including both teams and customers (required).
• The ability to lead others with compassion and professionalism, while managing conflict and having difficult conversations effectively when needed (required).
• Proven track record of engaging with customers in a way that focuses on outcomes (required).
• Ability to make informed decisions using data and measurable insights to guide actions (required).
• Be a champion of change; foster team adoption on decisions, strategies, and initiatives that are handed down (required).
• Work collaboratively with others to execute on all types of work, ranging from day to day operations, to large departmental projects (required).
• Thrive in a constantly changing, fast paced, agile environment (required).
• Familiar with business-to-business customer service delivery at an enterprise level in a SaaS setting (preferred).
• Experience delivering customer service in a technology focused market (preferred).
• Bachelor’s Degree (preferred).
• A combination of relevant experience and education may be considered. 

 

How we help you reach your best potential:

• Named a 2025 Best Companies to Work For by U.S. New
• Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
• Named a 2024 Best Technology Company to Work For by U.S. News
• Named one of Forbes Most Trusted Companies in 2024
• Named a 2024 Best Companies to Work For by U.S. News
• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
• We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
• Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 75,000 global customer base.
• Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!