Lead Application Support Manager, Social Care & Education

System C; Liverpool; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible benefits

Wellbeing support

Job summary

System C is seeking an experienced Application Support Manager to lead a high-performing support team across our Social Care and Education product portfolio. The role combines people leadership, operational excellence and customer engagement to improve outcomes for organisations and the people they serve.

You will oversee a team of Application Support Analysts, manage incidents, drive continual service improvement, and collaborate with Product, Development, Technical Services and Customer

Qualifications

• Experience leading an Application Support or Technical Support team.
• Experience working in an ITIL-aligned environment.
• Experience with Incident, Problem and Change management.
• Experience with Social Care or Education software environments.

Responsibilities

• Lead and develop a team of Application Support Analysts and Senior Analysts.
• Ensure incidents and service requests are managed in line with service commitments.
• Act as senior escalation point for Priority 1 and Priority 2 incidents.
• Drive root cause analysis, problem management and continual service improvement.
• Build strong relationships with customers and internal stakeholders.
• Work with Product, Development, Technical Services and Customer Success teams.
• Use data and feedback to improve performance and customer experience.
• Produce service performance reports and support governance activities.

Skills

Leadership

Incident management

ITIL

ServiceNow/Jira

Stakeholder management

Coaching

SaaS & cloud

Regulated environments

Monitoring tools

Communication

Tools

Jira

ServiceNow

Job description

System C is seeking an experienced Application Support Manager to lead a high-performing support team across our Social Care and Education product portfolio. The role combines people leadership, operational excellence and customer engagement to improve outcomes for organisations and the people they serve.

You will oversee a team of Application Support Analysts, manage incidents, drive continual service improvement, and collaborate with Product, Development, Technical Services and Customer