App Support Manager — Social Care & Education

System C; Leeds; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Flexible benefits

Professional development

Wellbeing support

Recognition programmes

Job summary

System C is seeking an experienced Application Support Manager to lead a high-performing team delivering exceptional service across Social Care and Education products. You will drive incident management, root cause analysis and continual service improvement while building strong customer and stakeholder relationships.

Ideal candidates will have ITIL-aligned experience, coaching and mentoring skills, and a track record of delivering governance-ready service performance reports in a SaaS/Cloud

Qualifications

• Leading an Application Support, Software Support or Technical Support team.
• Managing customer escalations, major incidents and service recovery.
• Working within an ITIL-aligned environment.
• Incident, Problem and Change Management expertise.
• Service management platforms such as Jira, ServiceNow or similar.
• Coaching, developing and motivating teams.
• Strong stakeholder management and communication skills.

Responsibilities

• Leading a team of Application Support Analysts and Senior Application Support Analysts.
• Ensuring incidents and service requests are managed effectively and in line with service commitments.
• Acting as the senior operational escalation point for Priority 1 and Priority 2 incidents.
• Driving root cause analysis, problem management and continual service improvement.
• Building strong relationships with customers and internal stakeholders.
• Working closely with Product, Development, Technical Services and Customer Success teams.
• Using operational data and customer feedback to improve performance and customer experience.
• Producing service performance reports and supporting governance activities.

Skills

Team leadership

Stakeholder management

ITIL processes

Incident & change management

Jira / ServiceNow

Coaching & mentoring

Communication skills

Tools

Jira

ServiceNow

Job description

System C is seeking an experienced Application Support Manager to lead a high-performing team delivering exceptional service across Social Care and Education products. You will drive incident management, root cause analysis and continual service improvement while building strong customer and stakeholder relationships.

Ideal candidates will have ITIL-aligned experience, coaching and mentoring skills, and a track record of delivering governance-ready service performance reports in a SaaS/Cloud