Application Support Team Lead

Okta Resourcing; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading Healthcare Technology company is seeking a Software Applications Support Team Lead to enhance their support team. This role involves leading a team, managing SLAs, and ensuring customer satisfaction through effective issue resolution. The ideal candidate will have strong leadership skills and experience with ITIL practices, Freshdesk, and Jira. Flexible working options and generous benefits are offered.

Benefits

Flexible working (Predominantly remote)

25 days holiday (+ bank holidays)

Birthdays off

Charity leave

Life cover

Paid sick leave

Enhanced family leave

Pension scheme

Qualifications

• Experience in leading support teams and managing SLAs/KPIs.
• Proficient in using Freshdesk and Jira for issue tracking.
• Strong problem-solving skills with a focus on customer satisfaction.

Responsibilities

• Lead and mentor the support team, ensuring high performance.
• Define and manage SLAs/KPIs for timely issue resolution.
• Collaborate with internal teams to enhance customer experience.

Skills

Leadership

Customer Satisfaction

Problem Solving

Collaboration

ITIL Practices

Tools

Freshdesk

Jira

Job description

This range is provided by Okta Resourcing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Okta Resourcing

Experienced Managing Director @ Okta Resourcing | Technical Recruiting

This is a newly created role for an experienced Software Applications Support Team Lead to join an industry-leading Healthcare Technology company that has developed a platform delivering compliance and risk management solutions to the healthcare sector.

Due to extensive demand for the product and services, they now want to expand their team with a highly experienced Software Applications Support Team Lead.

The person in this role will be asked to:

• Lead and mentor the Support Team, promoting a culture of excellence and growth.
• Define and manage SLAs/KPIs to ensure timely issue resolution.
• Monitor support metrics, highlighting trends, risks, and improvements.
• Share insights on recurring issues to drive proactive action.
• Handle key customer interactions with professionalism and empathy.
• Manage Freshdesk for efficient ticket handling and reporting.
• Use Jira to streamline internal collaboration and issue tracking.
• Ensure smooth integration between Freshdesk and Jira for cross-team efficiency.
• Collaborate with Partner and Project Managers to align support and enhance customer experience.
• Refine support processes in line with ITIL best practices.
• Scale the Support Team in line with business growth.
• Report regularly on performance, customer satisfaction, and SLA adherence.

And should have experience of:

• Meeting SLAs/KPIs with fast, effective issue resolution.
• Maintaining high customer satisfaction and reduced ticket times.
• Building a skilled, motivated Support Team with clear roles.
• Strengthening collaboration with internal teams, reducing escalations.
• Improving support processes using ITIL best practices.
• Using Freshdesk and Jira to ensure accurate tracking and reporting.
• Reducing backlog and maintaining manageable ticket volumes.
• Leading and developing high-performing support teams.
• Applying ITIL frameworks practically.
• Proficiency with Freshdesk, Jira, and similar tools.
• Scaling support teams to support business growth.
• SOLVING complex issues with lasting solutions.
• Organizing and managing multiple priorities effectively.

In return for sharing your talent and dedication, they offer:

• Flexible working (Predominantly remote)
• 25 days holiday (+ bank holidays)
• Birthdays off
• Charity leave
• Life cover
• Paid sick leave
• Enhanced family leave
• Pension scheme

If you’re driven by team leadership, customer success, and continuous improvement, we’d love to hear from you.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology and Management

Industries

• Software Development, Professional Services, IT Services, and IT Consulting

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