Application Support Manager - Social Care And Education

System C; Ledston; On-site; GBP 55,000 - 75,000; Full time

Job summary

System C is seeking an experienced Application Support Manager to lead a high-performing team delivering top-tier support for Social Care and Education products.

You will drive incident management, RCA, and continual service improvement while collaborating with Product, Development, and Customer Success to improve customer outcomes.

Qualifications

• Experience leading an Application Support/Software Support team.
• Proven ability to manage major incidents and service recovery.
• Strong ITIL knowledge and practice.
• Experience with incident, problem and change management.
• Familiarity with Jira/ServiceNow or similar service management tools.
• Coaching and developing teams; stakeholder communication.
• Ability to drive continual service improvement.

Responsibilities

• Lead and develop a team of Application Support Analysts and Senior Analysts.
• Ensure incidents and service requests are resolved in line with SLAs.
• Act as senior escalation point for Priority 1/2 incidents.
• Drive RCA, problem management and CSI initiatives.
• Build strong customer and internal stakeholder relationships.
• Collaborate with Product, Development, Technical Services and Customer Success teams.
• Use data and feedback to improve performance and experience.
• Produce service performance reports and governance artifacts.

Skills

Team leadership

Escalation management

ITIL aligned

Incident/Problem/Change mgmt

Stakeholder communication

Root cause analysis

Performance reporting

Customer relationship

Tools

Jira

ServiceNow

Job description

Description

Join our mission and make a real impact

At System C, we create technology that connects and transforms health and care services. We are looking for an experienced Application Support Manager to lead a high-performing support team delivering exceptional service across our Social Care and Education product portfolio.

This is an opportunity to combine people leadership, operational excellence and customer engagement in a role where your work directly contributes to improving outcomes for organisations and the people they serve. Our culture encourages colleagues to work as one team, take ownership, continuously improve and always do the right thing. These themes align directly with our Employee Value Proposition and values.

What you'll be doing

• Leading and developing 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.

What we're looking for

Essential experience:

• 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.

Desirable experience:

• Social Care or Education software or technology environments.
• SaaS and cloud-hosted solutions.
• ITIL certification.
• Experience working in regulated environments.
• Monitoring and observability tools.

Why join System C?

We are a company where people are encouraged to learn, grow and make a meaningful contribution. You'll have access to flexible benefits, professional development opportunities, wellbeing support and recognition programmes that celebrate great work.

If you thrive in a fast-moving environment, enjoy solving complex challenges and want to lead a team making a difference across health, social care and education, we'd love to hear from you.

Apply today and help us deliver technology that improves lives.