Application Support Desk Manager
SCC
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Benefits offered by this job
Job summary
SCC is seeking an experienced Application Support Desk Manager to lead a team delivering 2nd line support across Microsoft Dynamics 365 and ServiceNow. Located in Birmingham, the role operates on a hybrid pattern blending office and home working under a permanent contract with standard working hours.
You will drive incident and service management, SLA performance and continual service improvements, while engaging with business stakeholders and ensuring high customer satisfaction.
Qualifications
- Proven experience managing an Application Support, Service Desk or IT Support team.
- Experience supporting enterprise business applications.
- Experience working in a multi-tier support model (1st, 2nd and 3rd line support).
- Strong understanding of ITIL/IT service management.
- Experience managing service performance and SLAs.
- Experience dealing with business stakeholders and senior users.
- Experience leading service improvement initiatives.
Responsibilities
- Lead, coach and develop a team of Application Support Analysts.
- Manage incidents, requests and service issues with a focus on SLA delivery.
- Engage with stakeholders and provide regular incident updates.
- Coordinate with third-line resolver teams and external suppliers.
- Develop and improve support processes and knowledge articles.
- Produce service reports and drive continual service improvements.
- Ensure service performance dashboards and KPI tracking.
Skills
Tools
Job description
We are actively building diverse teams and welcome applications from everyone.
Role: Application Support Desk Manager
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £50,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm Monday – Friday
Interview Process: 2-stage process
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
The Application Support Desk Manager is responsible for leading and developing a team of Application Support Analysts that provide 2nd line support for critical business applications used across the organisation.
The role focuses on ensuring the effective delivery of incident, request, problem and service management processes across a portfolio of applications including:
- ServiceNow
- Microsoft Dynamics 365 Project Operations
- Microsoft Dynamics 365 Field Service
- Microsoft Dynamics 365 Customer Engagement (CE)
- Microsoft Dynamics 365 Finance Operations (FinOps)
- Microsoft Dynamics 365 Human Resources (HR)
- Proprietary on-premise business applications
The Application Support Desk Manager will act as the operational leader for the team, ensuring high levels of customer satisfaction, strong service performance against SLA targets, effective escalation management, and continuous improvement of support processes.
The role serves as the key interface between Service Desk teams, end users, third-line resolver groups, application specialists, development teams, and business stakeholders.
Security clearance or willingness to apply will be required for this role.
- Lead, coach and develop a team of Application Support Analysts.
- Conduct regular one-to-one meetings, performance reviews and personal development planning.
- Foster a customer-focused, collaborative and high-performing team culture.
- Manage team workloads, scheduling and resource allocation.
- Support recruitment, onboarding and training activities.
- Identify skills gaps and implement development plans to increase team capability.
- Ensure the effective management of incidents, requests and service issues assigned to the Application Support team.
- Monitor ticket queues and workload distribution to ensure SLA compliance.
- Oversee major application incidents and service disruptions.
- Ensure correct prioritisation, categorisation and escalation of tickets.
- Manage service performance against agreed KPIs and SLAs.
- Act as the escalation point for complex support issues.
- Build strong relationships with business stakeholders and key users.
- Ensure customers receive regular updates and clear communications throughout the incident lifecycle.
- Drive a culture of excellent customer service and responsiveness.
- Represent the Application Support function in operational and service review meetings.
- Manage customer expectations during incidents, outages and service improvements.
- Coordinate activities between Application Support Analysts and third-line resolver teams.
- Ensure effective handover of incidents requiring specialist investigation.
- Work closely with:
- Functional Consultants
- Application Specialists
- Software Developers
- External Suppliers and Vendors
- Monitor escalated tickets and ensure timely resolution.
- Escalate risks and recurring issues appropriately.
- Ensure support processes align with ITIL best practices.
- Maintain and improve incident, request, problem and change management processes.
- Develop and maintain support documentation, knowledge articles and operational procedures.
- Ensure consistent ticket quality and process adherence across the team.
- Support audit, compliance and governance activities where required.
- Identify trends in incidents, requests and recurring issues.
- Drive root cause analysis and problem management activities.
- Recommend and implement service improvements to reduce support demand.
- Promote automation and efficiency opportunities where appropriate.
- Produce service reports and improvement plans based on operational metrics.
- Develop and maintain operational dashboards and service reports.
- Monitor and report on:
- SLA performance
- Ticket volumes
- Customer satisfaction
- Resolution times
- Escalation rates
- Backlog management
- Present service performance and improvement initiatives to management.
The successful candidate will be measured against:
- SLA achievement levels
- Ticket backlog levels
- Ticket ageing
- Service availability performance
- Knowledge article creation and reuse
- Team engagement and development
- Delivery of continual service improvement initiatives
- Reduction of recurring incidents
- Proven experience managing an Application Support, Service Desk or IT Support team.
- Experience supporting enterprise business applications.
- Experience working in a multi-tier support model (1st, 2nd and 3rd line support).
- Strong understanding of IT Service Management principles.
- Experience managing operational service performance and SLAs.
- Experience dealing with business stakeholders and senior users.
- Experience leading service improvement initiatives.
Strong understanding of:
- Microsoft Dynamics 365 applications, including:
- Project Operations
- Field Service
- Customer Engagement (CE)
- Finance Operations (FinOps)
- Human Resources (HR)
- ServiceNow platform
- Incident, Request, Problem and Change Management processes
- Application support operating models
- Knowledge management principles
- Team leadership and coaching
- Performance management
- Stakeholder management
- Customer service excellence
- Prioritisation and workload management
- Reporting and data analysis
- Problem-solving and decision-making
- ITIL Foundation or higher certification
- Microsoft Dynamics 365 certifications
- ServiceNow certification
- Prince2 Foundation or Agile certification
- Experience working within a service management environment supporting critical business applications
The successful candidate will demonstrate:
- Strong customer focus
- Excellent communication skills
- Ability to lead and motivate teams
- Analytical and problem-solving mindset
- Proactive and results-oriented approach
- Strong organisational skills
- Calm and structured approach under pressure
- Commitment to continual improvement
- Ability to build trusted relationships with technical and business stakeholders
- **Note - you must be SC cleared, or qualify to get SC clearance for this role.
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC https://www.scc.com/sustainability-at-scc/
Life at SCC https://www.linkedin.com/company/scc/life
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