Customer Service Professional II - macOS Team Lead

Computer World Services•Morrisville, NC

About The Position

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.

Requirements

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
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)

Nice To Haves

Experience with ITSM tools (e.g., ServiceNow)
Experience in federal or government IT environments
Experience with cross-platform support (Windows/macOS)
Experience in a lead or supervisory role preferred
Apple certifications (e.g., ACSP, JAMF certifications)
ITIL Foundation certification
Applicants must be able to obtain a Public Trust clearance

Responsibilities

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).
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.
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.
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.