Lead, Application Support Desk (2nd Line)

SCC; Birmingham; Hybride; GBP 45 000 - 55 000; Plein temps

Avantages offerts par ce poste

Broad flexible benefits

Volunteering days

Hybrid working

Résumé du poste

SCC is seeking an experienced Application Support Desk Manager to lead a team delivering 2nd line support across Microsoft Dynamics 365 and ServiceNow. Located in Birmingham, the role operates on a hybrid pattern blending office and home working under a permanent contract with standard working hours.

You will drive incident and service management, SLA performance and continual service improvements, while engaging with business stakeholders and ensuring high customer satisfaction.

Qualifications

• Proven experience managing an Application Support, Service Desk or IT Support team.
• Experience supporting enterprise business applications.
• Experience working in a multi-tier support model (1st, 2nd and 3rd line support).
• Strong understanding of ITIL/IT service management.
• Experience managing service performance and SLAs.
• Experience dealing with business stakeholders and senior users.
• Experience leading service improvement initiatives.

Responsabilités

• Lead, coach and develop a team of Application Support Analysts.
• Manage incidents, requests and service issues with a focus on SLA delivery.
• Engage with stakeholders and provide regular incident updates.
• Coordinate with third-line resolver teams and external suppliers.
• Develop and improve support processes and knowledge articles.
• Produce service reports and drive continual service improvements.
• Ensure service performance dashboards and KPI tracking.

Connaissances

Application Support Leadership

Enterprise apps

Multi-tier support

ITSM

SLAs & KPIs

Stakeholder management

Service improvements

Outils

Microsoft Dynamics 365

ServiceNow

Description du poste

SCC is seeking an experienced Application Support Desk Manager to lead a team delivering 2nd line support across Microsoft Dynamics 365 and ServiceNow. Located in Birmingham, the role operates on a hybrid pattern blending office and home working under a permanent contract with standard working hours.

You will drive incident and service management, SLA performance and continual service improvements, while engaging with business stakeholders and ensuring high customer satisfaction.