Langley James HR & IT Recruitment
Help Desk Manager SaaS App Suppt Specialist, 50k
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Help Desk Manager / SaaS/Application Specialist
Required by a 20-strong media tech SAAS company based in Kingston upon Thames, paying up to £50k, it is a hybrid role: 3 days in the office
This role involves taking ownership of user support for a proprietary SaaS application, alongside managing a team of two support analysts.
The business operates a modern, cloud-native technology estate hosted entirely on Amazon Web Services (AWS). You must be someone who genuinely enjoys getting under the hood of an application, learning a complex platform inside out, and becoming the go-to specialist when issues arise as well as building excellent relationships with internal and external customers
Key Responsibilities:
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- Application Mastery: Learn and support a bespoke SaaS application, becoming the internal subject matter expert and primary escalation point for complex queries.
- Team Management: Line-manage, mentor, and direct the daily workload of two support analysts.
- Service Delivery: Manage incoming incidents and service requests using Freshdesk and track technical issues, bugs, and escalations using Jira.
- Collaboration: Work closely with internal development teams to feed back software bugs, test fixes, and suggest product improvements.
Requirements:
- Proven experience supporting web-based applications, SaaS platforms, or bespoke software.
- Prior experience managing, leading, or mentoring staff within an IT support or help desk environment.
- Hands-on experience using Jira and Freshdesk (or similar modern ticketing tools).
- Comfortable working within an AWS-hosted software environment.
- Strong communication skills with a practical, hands-on approach to problem-solving.
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Working Pattern:
Based in Kingston upon Thames on a hybrid schedule requiring 3 days in the office
If you have a strong background in SAAS/application support, experience managing a small team, and want to take ownership of a core SaaS platform within a focused 20-person business, please apply today for a confidential discussion.
Desired Skills and Experience
SAAS, Application Support, ITSM, Jira, Freshdesk, AWS
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