Remote Application Support Manager — Lead IT Support

People First; United Kingdom; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Pension up to 6%

Life Assurance

25 days + bank holidays

Birthday day off

Discounted gym membership

Job summary

Health Partners is seeking an Application Support Manager to lead the delivery of technical support for our internally developed applications, empowering end users and driving continuous improvement. You’ll oversee day-to-day operations, ensuring incidents, service requests, and escalations are resolved promptly, while mentoring staff and fostering a customer-focused culture.

You’ll monitor SLAs, maintain a knowledge base, and collaborate with IT and business units to align operations with

Qualifications

• Experience managing an Application Support team or similar technical function.

Responsibilities

• Oversee the daily operations of the Application Support team, ensuring incidents, service requests, and escalations are resolved promptly.
• Act as an escalation point for users, providing updates and driving swift resolutions.
• Monitor team performance metrics to ensure adherence to SLAs and implement processes to enhance efficiency and service delivery.
• Maintain an up-to-date knowledge base with common issues and solutions.
• Manage team resources, including scheduling and ensuring adequate cover during busy periods.
• Recruit, train, and mentor team members to build a high-performing, customer-focused team.
• Conduct performance reviews, set objectives, and foster a positive, collaborative work environment.
• Deliver exceptional user support by managing expectations, resolving issues, and maintaining clear communication.
• Address recurring issues through root cause analysis and implement long-term solutions in collaboration with IT teams.
• Oversee bug escalation processes, ensuring timely progress and user updates.
• Analyse trends in support requests to identify improvements and provide feedback for system enhancements.
• Drive automation and self-service initiatives to increase efficiency and empower users.
• Collaborate with IT and business units to align support operations with organisational goals.
• Manage and optimise Application Support tools and systems to meet operational needs.
• Stay up to date with Gateway Platform updates and emerging technologies to ensure effective support.
• Ensure compliance with organisational policies, data protection regulations, and IT best practices.
• Prepare performance reports and share key metrics with senior management.

Skills

Leadership

Microsoft 365

Azure

SQL

Windows 11

ITIL

ServiceNow

Jira

Zendesk

Communication

Organization

Tools

ServiceNow

Jira

Zendesk

Microsoft 365

Azure

Job description

Health Partners is seeking an Application Support Manager to lead the delivery of technical support for our internally developed applications, empowering end users and driving continuous improvement. You’ll oversee day-to-day operations, ensuring incidents, service requests, and escalations are resolved promptly, while mentoring staff and fostering a customer-focused culture.

You’ll monitor SLAs, maintain a knowledge base, and collaborate with IT and business units to align operations with