Application Support Manager

Baltic Recruitment Services Ltd; Gateshead; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

A distinguished recruitment firm is seeking an Application Support Manager in Gateshead. This office-based role involves managing application support, ensuring system uptime, and primary engagement with stakeholders. The ideal candidate will have a BTEC HNC or higher in a relevant field, strong technical skills, and experience in support coordination. The position offers a competitive salary between £55,000 and £65,000, along with benefits including a pension scheme and 25 days holiday.

Benefits

Office-based role with some hybrid working

25 days holiday plus bank holidays

Annual bonus potential

Pension scheme

Death in Service benefits

Additional benefits

Qualifications

• Proven experience in support or maintenance coordination.
• Familiarity in systems/applications maintenance, electrical engineering, or IT support.
• Background in data analysis and reporting.

Responsibilities

• Act as the primary point of contact for support.
• Oversee contracted maintenance activities.
• Investigate and resolve recurring issues.
• Develop and maintain detailed documentation for support processes.

Skills

Strong organisational skills

Technical aptitude

Exceptional communication skills

Proficiency in support ticketing systems

Education

BTEC HNC or higher in relevant field

Tools

Support ticketing systems

Project management tools

Job description

Baltic Recruitment are delighted to be supporting a distinguished market leader renowned for delivering advanced digital solutions for power grids with their search for an Application Support Manager.

Overall Purpose

The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems. This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly. The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem‑solving.

Key Duties

Support Coordination

• Act as the primary point of contact for support
• Attend client and supplier meetings as the company’s support representative
• Triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams
• Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs

Maintenance Management

• Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations
• Coordinate with suppliers and internal teams for system updates, upgrades, and maintenance
• Maintain accurate maintenance records

Problem Resolution

• Investigate and resolve recurring issues by collaborating with cross‑functional teams
• Analyse trends in support requests to identify opportunities for system or process improvement
• Escalate complex problems to higher management or specialised teams as needed

Documentation and Reporting

• Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules
• Generate regular reports on support metrics, system performance, and maintenance activities in accordance with client contracts
• Provide insights and recommendations based on data analysis

Stakeholder Engagement

• Attend stakeholder meetings as the company’s support representative
• Liaise with stakeholders to understand system requirements and ensure alignment with organisational goals
• Communicate effectively with technical and non‑technical teams to provide updates and gather feedback

Key Requirements

• BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline)
• Proven experience in support or maintenance coordination
• Strong technical aptitude with familiarity in systems/applications maintenance, electrical engineering, IT support, or similar domains
• Excellent organisational and time‑management skills
• Proficiency in using support ticketing systems and project management tools
• Exceptional communication skills, both verbal and written
• Experience in supplier management and contract negotiation
• Ideally experience with electrical substations and/or distribution networks
• Background in data analysis and reporting

Package

• £55,000 - £65,000 per annum, depending on experience
• Office‑based role, with some hybrid working possible
• 25 days holiday plus English bank holidays
• Annual bonus potential
• Pension scheme
• Death in Service benefits
• Additional benefits