Technology Support Manager

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Are you ready to take on an exciting challenge in the banking industry? Our client is seeking an enthusiastic and experienced Technology Support Manager to help build a robust support service for their Apple MAC estate. This full-time role is based in the vibrant Leeds Wellington Place office, with a hybrid working model that requires a minimum of 40% time in the office.

Role: Technology Support Manager (MAC)

Duration: 12 Months

Location: Leeds (Hybrid 2 days a week on-site)

Rate: £625 per day (umbrella)

Why Join Us?

At our client, we're on a mission to Help Britain Recover, then Prosper. As the largest retail and commercial bank in the UK, we believe in making a significant impact on our customers, businesses, and communities. In this role, you will play a crucial part in supporting our colleagues and ensuring they can effectively assist customers with their daily needs.

Key Responsibilities:

• Provide expert 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, software applications, and network connectivity.
• Collaborate with cross-functional teams to identify and implement service improvements.
• Develop and maintain macOS troubleshooting guides.
• Train and mentor junior IT staff on macOS support and best practices.
• Stay current with the latest macOS updates, features, and security patches.
• Act as a point of technical expertise within the organization.
• Utilize ServiceNow to analyze the impact of the Mac Support service and manage critical issues.
• Support the day-to-day management of the wider service desk, ensuring departmental SLAs and metrics are achieved.

Essential Technical Capabilities:

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

Desired Skills:

• Experience with mobile device management (MDM) solutions for Apple devices.
• Knowledge of ITIL or other IT service management frameworks.
• Proficient troubleshooting experience with Microsoft Office 365 (Outlook, Word, Excel & PowerPoint).
• Experience in supporting colleagues both at home and in the office, including handling personal Wi-Fi issues and peripheral connectivity.
• Previous use of ServiceNow for incident management.
• Familiarity with smartphone technology (iPhone), particularly Mobile Application Manager and Microsoft Authenticator.

What's in it for You?

This role is perfect for those who thrive on helping others and enjoy collaborating closely with colleagues. You'll contribute to a supportive environment where everyone feels valued.

Our client is committed to creating a values-led culture and building a diverse workforce that reflects the communities they serve. With the scale of their team, you will find numerous opportunities to learn, grow, and develop your career.

Together, let's create an inclusive work environment where every colleague has the chance to make a real difference!

Ready to Join Us?

If you're excited about this opportunity and have the skills we're looking for, we'd love to hear from you! Apply now and take the next step in your career!

Candidates will ideally show evidence of the above in their CV to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.