Application Support Manager - Social Care and Education

Role overview

What you'll be doing

• Lead and develop Application Support Analysts and Senior Application Support Analysts.
• Manage incidents and service requests in line with service commitments and act as the escalation point for Priority 1 and Priority 2 incidents.
• Drive root cause analysis, problem management, and continual service improvement.
• Build customer and internal stakeholder relationships and work with Product, Development, Technical Services, and Customer Success.
• Use operational data and customer feedback to improve performance and customer experience.
• Produce service performance reports and support governance activities.

Essential experience

• Experience leading an Application Support, Software Support, or Technical Support team.
• Experience managing customer escalations, major incidents, and service recovery.
• Experience in an ITIL-aligned environment, with incident, problem, and change management expertise.
• Experience with Jira, ServiceNow, or similar service management platforms.
• Ability to coach and motivate teams, with strong stakeholder management and communication skills.

Desirable experience

• Social Care or Education software or technology experience, SaaS and cloud-hosted solutions, ITIL certification, regulated-environment experience, and monitoring or observability tools are desirable.

Benefits

• Flexible benefits, professional development opportunities, wellbeing support, and recognition programmes.