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.

The position serves as the primary escalation point for macOS-related issues and is responsible for ensuring efficient operations, system reliability, and user satisfaction across the supported environment.

Key Tasks & Responsibilities:
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 & Experience :
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

Certifications :
• Apple certifications (e.g., ACSP, JAMF certifications)

• ITIL Foundation certification

Security Clearance :
• Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].