Summary: The IT Support Manager (macOS) role involves providing advanced 1st line support for macOS systems and applications within a hybrid working environment in Leeds. The position focuses on enhancing IT services for the organization, requiring strong technical skills in macOS support and excellent customer service abilities. The role also includes mentoring junior staff and collaborating with cross-functional teams to improve service delivery. This is a fixed-term contract for 12 months, emphasizing a commitment to diversity and inclusion in the workplace.

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): 350

City: Leeds

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT