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:
·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.
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.
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Help Desk Manager SaaS App Suppt Specialist, 50k in Kingston upon Thames employer: Langley James
Join a dynamic managed service provider in Borehamwood/Elstree, where you will play a crucial role in ensuring the smooth operation of our office. We offer flexible working hours that cater to your needs, a supportive work culture that values your contributions, and opportunities for personal growth within a close-knit team. With a focus on work-life balance and a hands-on approach, this is an excellent opportunity for those seeking meaningful employment in a vibrant environment.
