Summary: The Technology Support Manager (Apple MAC) will lead a Service Desk team, focusing on establishing a MAC support service within an enterprise environment. This role involves providing expert technical support for macOS and Apple hardware while ensuring exceptional customer service and operational efficiency. The manager will also mentor junior staff and collaborate with cross-functional teams to enhance service delivery. The position is hybrid, requiring on-site presence two days a week, including Mondays.

Key Responsibilities:

• Provide expert 1st line support for macOS, software applications, and Apple hardware, including peripherals.
• Deliver exceptional customer service and technical assistance to colleagues.
• Troubleshoot and resolve complex technical issues, including software, macOS systems, and network connectivity.
• Collaborate with cross-functional teams to identify and implement service improvements.
• Develop and maintain troubleshooting guides for macOS.
• Train and mentor junior IT staff on macOS support best practices.
• Stay up-to-date with the latest macOS updates, features, and security patches.
• Act as a point of technical expertise within the team.
• Use ServiceNow to analyze and manage the Mac Support service, taking ownership of critical issues and ensuring SLAs are met.
• Support the wider service desk management and contribute to the overall service delivery, ensuring all departmental KPIs are met.

Key Skills:

• Extensive experience supporting macOS and Apple hardware.
• Strong knowledge of JAMF and Apple Business Manager.
• Proficiency in troubleshooting technical issues in macOS environments.
• Experience with Microsoft Entra/Active Directory.
• In-depth understanding of network protocols, security, and system administration.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Certifications such as Apple Certified Support Professional (ACSP) or Apple Certified Technical Coordinator (ACTC) are a plus.

Salary (Rate): 450.00

City: Leeds

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT