Application Support Manager - Drive Incident Resolution

System C; Ledston; On-site; GBP 65,000 - 90,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead a team of Application Support Analysts and Senior Analysts.

You will own the operational performance of the support function, including incident management, service requests and customer escalations, while collaborating with Product, Development, Technical Services, Service Delivery and Customer Success teams to deliver timely and professional support.

Qualifications

• Experience leading Application/Software/Technical Support teams.
• Proven ability to manage major incidents and service recoveries.
• Strong ITIL-aligned service management experience.
• Proficient in incident, problem and change management.
• Familiar with Jira, ServiceNow or similar platforms.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and develop a high-performing application support team.
• Oversee incidents, requests and escalations to drive service excellence.
• Act as primary operational lead during major incidents.
• Collaborate with Product, Development and Customer Success teams.
• Promote root cause analysis and continual service improvement.
• Monitor SLAs, performance and customer satisfaction.
• Provide governance and regular operational reporting.

Skills

Team leadership

Incident management

ITIL practices

Stakeholder management

Jira/ServiceNow

Coaching & development

Tools

Jira

ServiceNow

Monitoring tools

Job description

System C is seeking an experienced Application Support Manager to lead a team of Application Support Analysts and Senior Analysts.

You will own the operational performance of the support function, including incident management, service requests and customer escalations, while collaborating with Product, Development, Technical Services, Service Delivery and Customer Success teams to deliver timely and professional support.