Application Support Manager

People First; United Kingdom; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Pension up to 6%

Life Assurance

25 days + bank holidays

Birthday day off

Discounted gym membership

Job summary

Health Partners is seeking an Application Support Manager to lead the delivery of technical support for our internally developed applications, empowering end users and driving continuous improvement. You’ll oversee day-to-day operations, ensuring incidents, service requests, and escalations are resolved promptly, while mentoring staff and fostering a customer-focused culture.

You’ll monitor SLAs, maintain a knowledge base, and collaborate with IT and business units to align operations with

Qualifications

• Experience managing an Application Support team or similar technical function.

Responsibilities

• Oversee the daily operations of the Application Support team, ensuring incidents, service requests, and escalations are resolved promptly.
• Act as an escalation point for users, providing updates and driving swift resolutions.
• Monitor team performance metrics to ensure adherence to SLAs and implement processes to enhance efficiency and service delivery.
• Maintain an up-to-date knowledge base with common issues and solutions.
• Manage team resources, including scheduling and ensuring adequate cover during busy periods.
• Recruit, train, and mentor team members to build a high-performing, customer-focused team.
• Conduct performance reviews, set objectives, and foster a positive, collaborative work environment.
• Deliver exceptional user support by managing expectations, resolving issues, and maintaining clear communication.
• Address recurring issues through root cause analysis and implement long-term solutions in collaboration with IT teams.
• Oversee bug escalation processes, ensuring timely progress and user updates.
• Analyse trends in support requests to identify improvements and provide feedback for system enhancements.
• Drive automation and self-service initiatives to increase efficiency and empower users.
• Collaborate with IT and business units to align support operations with organisational goals.
• Manage and optimise Application Support tools and systems to meet operational needs.
• Stay up to date with Gateway Platform updates and emerging technologies to ensure effective support.
• Ensure compliance with organisational policies, data protection regulations, and IT best practices.
• Prepare performance reports and share key metrics with senior management.

Skills

Leadership

Microsoft 365

Azure

SQL

Windows 11

ITIL

ServiceNow

Jira

Zendesk

Communication

Organization

Tools

ServiceNow

Jira

Zendesk

Microsoft 365

Azure

Job description

At Health Partners, we pride ourselves on being one of the UK’s leading providers of occupational health and wellbeing solutions. We partner with organisations across diverse industries, helping them to support the physical and mental health of their employees.

Please note that the closing date for this vacancy is subject to change and the advert may close earlier if sufficient applications are received. We encourage early applications to avoid disappointment.

JOB7271

Role Outline

Are you passionate about delivering exceptional technical support and leading high-performing teams? Do you thrive on solving problems, driving continuous improvement, and making a real impact? If so, we have the perfect opportunity for you to join us as our Application Support Manager!

In this exciting role, you’ll ensure the smooth delivery of exceptional technical support for our internally developed applications, empowering end users and driving continuous improvement initiatives.

You’ll oversee the day-to-day operations of the Application Support team, ensuring incidents and service requests are resolved efficiently, escalations are handled promptly, and processes align with organisational goals.

As a strong and proactive leader, you’ll manage team resources, mentor staff, and foster a collaborative, customer-focused environment. Beyond operational excellence, you’ll play a key role in analysing trends, implementing long-term solutions, and driving improvements such as automation and self-service tools.

What’s In It for You?

We value the people who work with us and our rewards package is reviewed regularly to reflect this. It currently includes:

• Competitive salary, dependent on qualifications and experience.
• Contributory pension scheme(up to 6%).
• Life assurance.
• 25 days of annual leaveplus bank holidays, increasing with length of service.
• A day off for your birthday(non-contractual).
• Discounted gym membership.

What You’ll Be Doing:

• Oversee the daily operations of the Application Support team, ensuring incidents, service requests, and escalations are resolved promptly.
• Act as an escalation point for users, providing updates and driving swift resolutions.
• Monitor team performance metrics to ensure adherence to SLAs and implement processes to enhance efficiency and service delivery.
• Maintain an up-to-date knowledge base with common issues and solutions.
• Manage team resources, including scheduling and ensuring adequate cover during busy periods.
• Recruit, train, and mentor team members to build a high-performing, customer-focused team.
• Conduct performance reviews, set objectives, and foster a positive, collaborative work environment.
• Deliver exceptional user support by managing expectations, resolving issues, and maintaining clear communication.
• Address recurring issues through root cause analysis and implement long-term solutions in collaboration with IT teams.
• Oversee bug escalation processes, ensuring timely progress and user updates.
• Analyse trends in support requests to identify improvements and provide feedback for system enhancements.
• Drive automation and self-service initiatives to increase efficiency and empower users.
• Collaborate with IT and business units to align support operations with organisational goals.
• Manage and optimise Application Support tools and systems to meet operational needs.
• Stay up to date with Gateway Platform updates and emerging technologies to ensure effective support.
• Ensure compliance with organisational policies, data protection regulations, and IT best practices.
• Prepare performance reports and share key metrics with senior management.

What We Are Looking For:

You’re a proactive, solutions-driven professional with a passion for leading teams and delivering exceptional support. You’ll bring:

• Proven Experience: Managing an Application Support team or similar technical function, ideally working closely with software development teams.
• Strong Leadership Skills: The ability to inspire, mentor, and develop a high-performing team.
• Technical Proficiency: Baseline knowledge of Microsoft 365, Azure technologies, SQL databases, and Windows 11.
• Problem-Solving Abilities: A focus on delivering user-centric, long-term solutions.
• Service Management Expertise: Familiarity with ITIL principles and IT service management tools (e.g., ServiceNow, Jira, Zendesk).
• Excellent Organisation: The ability to juggle multiple priorities and tasks in a fast-paced environment.
• Superb Communication: The ability to engage technical and non-technical stakeholders effectively.

If you also have the below, that would even better!

• ITIL Certification (V3 Foundation or higher).

Location

Remote (UK Based Only)

Whilst our team operates remotely, we maintain a cohesive and friendly work environment through constant use of Teams chat and video meetings. This way of working is crucial for sustaining our open culture and warm dynamics of our team and require this role to be a part of that.

Please note that this job advert is for remote working from home in the UK only. Applicants must ensure they are able to legally work and reside in the UK. Unfortunately, we are unable to offer sponsorship either now or at any time in the future.

Hours

37.5 hours

About Health Partners

Health Partners are committed to transforming the way health and wellbeing services are delivered in the UK. As one of the UK’s leading providers of occupational health and wellbeing solutions, we work with organisations across a wide range of industries to support the physical and mental health of their employees. Our mission is simple: to empower people to lead healthier, happier, and more productive lives.

With a strong focus on innovation and excellence, Health Partners combines clinical expertise with a personal, compassionate approach. Our multidisciplinary team of healthcare professionals, including occupational health advisors, physicians, physiotherapists, and counsellors, delivers tailored, evidence-based solutions designed to meet the unique needs of our clients and their workforce.

We pride ourselves on fostering long-term partnerships built on trust, professionalism, and results. Whether it’s through workplace health assessments, proactive wellbeing initiatives, or mental health support, Health Partners is dedicated to making a real difference.

At the heart of Health Partners is a culture of collaboration and continuous improvement. We believe in investing in our people and providing opportunities for growth, ensuring that our employees feel valued and inspired to deliver their best. By joining Health Partners, you’ll become part of a dynamic team that’s passionate about driving positive change in the workplace and beyond.

If you’re ready to make a meaningful impact in the field of health and wellbeing, we’d love to hear from you. Together, we can build healthier futures.

Diversity & Inclusion Statement

Health Partners are a proud member of the Disability Confident employer scheme

Health Partners are extremely proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We aim to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds.

Diversity and Inclusion forms an integral part of everything that we do, bringing together the best talent, helping people to realise their full potential by being yourself at work and delivering an outstanding service to everyone – regardless of difference.