Help Desk Manager SaaS App Suppt Specialist, 50K

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

Desired Skills and Experience SAAS, Application Support, ITSM, Jira, Freshdesk, AWS