Summary: The IT Support Manager (macOS) role involves providing advanced 1st line support for macOS systems and Apple hardware within a hybrid working environment in Leeds. The position is focused on enhancing IT services and building a new support service for the Apple MAC estate. The successful candidate will be responsible for troubleshooting technical issues, delivering exceptional customer service, and mentoring junior staff. This is a fixed-term contract position for 12 months.

Key Responsibilities:

• Provide advanced 1st line support for macOS, applications, and hardware, including peripherals.
• Deliver outstanding customer service and technical assistance.
• Troubleshoot and resolve complex technical issues related to macOS and network connectivity.
• Collaborate with cross-functional teams to identify and implement service improvements.
• Develop and maintain comprehensive macOS troubleshooting guides.
• Train and mentor junior IT staff on macOS support and best practices.
• Act as a point of technical expertise within IT services.
• Utilise ServiceNow to analyse the impact of the Mac Support service and manage critical issues.

Key Skills:

• Experience in macOS and Apple hardware support.
• Knowledge of JAMF, Service Now, and Apple Business Manager.
• Proficiency in troubleshooting technical issues in macOS environments.
• Familiarity with Microsoft Entra and Active Directory.
• Strong troubleshooting experience with Microsoft Office 365.
• Understanding of network protocols, security, and system administration.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a team.
• Experience with mobile device management (MDM) solutions for Apple devices.
• Knowledge of ITIL or other IT service management frameworks.
• Experience supporting colleagues in diverse environments, including home setups.
• Previous use of ServiceNow for incident management.
• Familiarity with Smart Phone technology, particularly iPhone and related applications.

Salary (Rate): undetermined

City: Leeds

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT