Application Support Manager

Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services.

As the Application Support Lead, you will lead a team of engineers responsible for the end-to-end management and resolution of application and database incidents and problems, ensuring timely and high-quality outcomes. You will oversee the team’s workload queue, ensuring alignment with service level agreements and maintaining clear, accurate records within ManageEngine (ITSM tool). You will ensure effective prioritisation, consistent adherence to defined processes, and high levels of communication with stakeholders throughout the lifecycle of each request. The role requires a strong focus on service reliability, automation, and continuous improvement. You will identify and implement opportunities to streamline processes, reduce manual effort, and enhance operational efficiency. You will also ensure the team provides appropriate 24/7 support coverage for critical incidents impacting consumer-facing applications.

Over time, the role will expand to include support for AI-driven capabilities, alongside ownership and governance of key low-code and platform services, including Microsoft Power Platform, Zoho applications, ShareDo, and Aderant. In particular, for ShareDo, there is a strategic aspiration to evolve the support engineer role towards Application Support Developers, enabling the team to resolve defects through the delivery of small, controlled changes.

Responsibilities:

• Maintain IT applications and services to ensure optimal performance, resilience, and service delivery. This includes customer enquiries, projects, administrative work, and new product or service releases.
• Support recruitment activities for new IT team members.
• Promote high levels of team engagement, wellbeing, and morale.
• Support, develop, and coordinate the effective operation of business applications.
• Contribute to planning for application scalability, configuration changes, and releases.
• Work closely with internal teams and third-party vendors across the application supply, delivery, and support chain.
• Manage escalated Service Desk tickets, incidents, and service requests alongside line management responsibilities.
• Resolve escalated customer, supplier, and vendor issues in a timely and effective manner.
• Develop and apply a strong understanding of customer and business needs.
• Contribute to the development of service level agreements and the ongoing management of service level compliance.
• Drive Service Desk participation in the firm’s change management process.
• Support service delivery by participating in the Change Advisory Board (CAB).
• Apply problem management principles to ensure incidents are correctly triaged, linked, and analysed for trends and recurring issues.
• Build and maintain effective working relationships with internal departments and external vendors.
• Support and help drive the knowledge management process.
• Assist in the creation, distribution, and analysis of operational, business, and financial reporting.

About You:

• Detailed knowledge of key legal IT systems, including case management and finance platforms, Microsoft operating systems, Microsoft Office products, Citrix, and digital dictation systems.
• Knowledge of cloud technologies and their practical business use cases.
• Understanding of the consumer legal sector is desirable but not essential.
• Ability to use SQL confidently for data analysis and troubleshooting.
• Detailed knowledge of Service Desk management software.
• Strong interpersonal, communication, and stakeholder management skills.
• Ability to take ownership of issues and follow them through to conclusion.
• Knowledge of ITIL principles is desirable, with Foundation-level certification preferred.
• Experience managing small to medium-sized teams.

What we offer in return:

We offer a hybrid working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award-winning law firm.