Overview
As Application Support Manager at System C, you lead a skilled support team delivering exceptional service across Social Care and Education product portfolios. You will own incident management, escalations, and continual service improvement to drive outcomes for organisations and the people they serve. You will collaborate with Product, Development, Technical Services and Customer Success to optimise performance and customer experience. This is a hands-on leadership role in a fast-moving, mission-driven environment that values ownership and measurable impact. You will shape support operations and reporting to enable cross-functional success.
Pay / Benefits
- flexible benefits
- professional development opportunities
- wellbeing support
- recognition programmes
Responsibilities
- Lead and develop a team of Application Support Analysts and Senior Analysts
- Manage incidents and service requests 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 relationships with customers and internal stakeholders
- Collaborate with Product, Development, Technical Services and Customer Success
- Use operational data and feedback to improve performance and customer experience
- Produce service performance reports and support governance activities
Key requirements
- Experience leading an Application Support, Software Support or Technical Support team
- Managing customer escalations, major incidents and service recovery
- Experience in an ITIL-aligned environment
- Incident, Problem and Change Management expertise
- Proficiency with service management platforms such as Jira or ServiceNow
- Coaching, developing and motivating teams
- Strong stakeholder management and communication skills
- stakeholder management
- communication
- leadership
- Jira
- ServiceNow
- ITIL
Application Support Manager - Social Care and Education in Leeds employer: System C
At System C, we pride ourselves on being an exceptional employer in the health-tech sector, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and the chance to lead impactful NHS-funded initiatives, all while working in a supportive environment that values your contributions. Join us in our mission to enhance healthcare delivery, and enjoy the unique advantage of making a real difference in people's lives right from our vibrant location.
