Application Support Manager

Genomics England; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Generous leave

Flexible working

Pension & Life Assurance

Learning budgets

Recognition & rewards

Wellbeing benefits

Job summary

Genomics England is seeking an End-User Computing (EUC) specialist to join a collaborative team. You will manage tickets, escalate complex issues, and guide the EUC and Service Desk on Intune, M365, Exchange and AD-related deployments and integrations.

The role emphasizes delivering improvements across projects, creating training materials, and ensuring ISO/NCSC-aligned documentation. A hybrid work model with periodic on-site presence is offered to support a flexible working pattern.

Qualifications

• Strong experience with end-user computing (EUC)
• Hands-on in Intune, Microsoft 365, Exchange and AD
• Familiarity with IAM, Conditional Access and Entra ID

Responsibilities

• Provide clear guidance and supportive assistance to internal and external users, ensuring business applications run smoothly and efficiently.
• Support application configuration, upgrades, and troubleshooting, carrying out thorough analysis to resolve issues.
• Deliver assigned or self-identified improvement projects, collaborating across teams and skill sets to achieve successful outcomes.
• Create and maintain helpful training materials that empower both self and others to work confidently and efficiently.
• Ensure documentation and processes align with recognised industry standards such as ISO and NCSC best practice.
• Champion service improvement by identifying opportunities for efficiency, including the use of automation and full optimisation of supporting applications.
• Proven problem-solving abilities with a proactive, solutions focused approach.

Skills

EUC support

Intune

Microsoft 365

Exchange

Active Directory

IAM

Conditional Access

Azure

Entra ID

Job description

The role involves working collaboratively across teams to ensure systems effectively meet business and user needs. You will manage and resolve tickets and serve as a trusted escalation point for the EUC team and Service Desk, providing guidance on technical issues related to end-user computing and internal application integrations. Everyday responsibilities include:

• Provide clear guidance and supportive assistance to internal and external users, ensuring business applications run smoothly and efficiently to the highest standards.
• Support application configuration, upgrades, and troubleshooting, carrying out thorough analysis to resolve issues effectively.
• Deliver assigned or self-identified improvement projects, collaborating across teams and skill sets to achieve successful outcomes.
• Create and maintain helpful training materials that empower both self and others to work confidently and efficiently.
• Ensure documentation and processes align with recognised industry standards such as ISO and NCSC best practice.
• Champion service improvement by identifying opportunities for efficiency, including the use of automation and full optimisation of supporting applications.
• Proven problem-solving abilities with a proactive, solutions focused approach.
• Strong experience working with Microsoft Intune, Microsoft 365, Exchange, and Active Directory environments.
• Excellent communication skills, with the ability to collaborate confidently and build positive working relationships.
• Demonstrated initiative, creativity, and willingness to contribute innovative ideas.
• Skilled in stakeholder management, with the confidence to engage effectively at all levels.
• Able to work independently while also following processes, guidance, and best-practice standards.

Desirable skills

• Knowledge of Microsoft Azure and cloud-based environments.
• Experienced in Entra ID management and administration.
• Skilled in Identity and Access Management (IAM) processes and best practices.
• Able to implement and manage Conditional Access policies to enhance security and user experience.

While your qualifications are certainly important and provide a foundation, we are particularly interested in understanding the breadth and depth of your overall experience.

We have four key behaviours that represent what we would like Genomics England to feel like and the culture we want to encourage, in order for us to achieve our mission. These behaviours help us all work well together, deliver on our outcomes, celebrate our successes and share feedback with each other. You can read about these and other aspects of our culture here Culture | Genomics England, Genomics England operates a blended working model as we know our people appreciate the flexibility that hybrid working can bring. We expect most people to come into the office a minimum of 2 times each month. However, this will vary according to role and will be agreed with your team leader. There is no expectation that people will return to the office full time unless they want to, however, some of our roles require full time on site attendance e.g., lab teams, reception team. Our teams and squads have, and will continue to reflect on what works best for them to work together successfully and have the freedom to design working patterns to suit, beyond the minimum. Our office locations are: Canary Wharf, Cambridge and Leeds.

Being an integral part of such a meaningful mission is extremely rewarding in itself, but in order to support our people, we're continually improving our benefits package. We pride ourselves on investing in our people and supporting them to achieve their career goals, as well as offering a benefits package including:

Benefits

• Generous Leave: 30 days' holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required).
• Family-Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits.
• Pension & Financial: Defined contribution pension (Genomics England double-matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), an Electric Vehicle salary sacrifice scheme and a Give As You Earn scheme.
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required).
• Recognition & Rewards: Employee recognition programme and referral scheme.
• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs.

Equal opportunities

Equal opportunities and our commitment to a diverse and inclusive workplace Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background. Genomics England's policies of non-discrimination and equity and will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part-time or employed under a permanent or a fixed-term contract or any other relevant factor. Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work. Such behaviour undermines our mission and core values and diminishes the dignity, respect and integrity of all parties. Our People policies outline our commitment to inclusivity. We aim to remove barriers in our recruitment processes and to be flexible with our interview processes. Should you require any adjustments that may help you to fully participate in the recruitment process, we encourage you to discuss this with us.