At a Glance
- Tasks: Lead and develop Application Support, ensuring high-quality service and customer satisfaction.
- Company: Join Tracsis Group, a leading provider in transport technology with a collaborative culture.
- Benefits: Flexible hours, 25 days holiday, competitive salary, and learning opportunities.
- Other info: Dynamic team environment with a focus on continuous improvement and career growth.
- Why this job: Transform support services and make a real impact on customer experience.
- Qualifications: Experience in IT support management and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
Our talented people are creating the technology of the future. From scheduling to maintenance to keeping people safe, 2.7 million people are helped by our software daily. Technology makes it possible; people make it happen and you could be part of that. The Tracsis Group has grown rapidly, diversifying into related transport technologies, and successfully executing a strategy that has seen it make a total of seventeen acquisitions. Today Tracsis is a leading provider of software, hardware, data analytics/GIS and services for the rail, traffic data and wider transport industries. The Group has c.550 permanent employees serving its growing customer base from offices in the UK, Ireland and the US.
The Role
We’re looking for an Application Support Manager to lead and develop our Application Support function, delivering a high-quality, proactive, and customer-focused service aligned to our Customer Success model. This role combines operational leadership with continuous improvement, ensuring support services are stable, effective, and increasingly insight-driven. You’ll play a key part in transforming support from a reactive function into a strategic capability that contributes to customer satisfaction, retention, and growth. Working in line with ISO20000, ISO27001 and ITIL4 best practice, you’ll provide leadership across Incident Management, Service Requests, Problem Management, Change Enablement, and Major Incident Management.
What you will do:
- Lead day-to-day support operations, ensuring incidents, service requests, and customer queries are managed effectively and in line with SLAs and contractual commitments.
- Reduce reactive demand by identifying recurring issues and driving preventative improvements through Problem Management.
- Oversee service performance, including monitoring, reporting, and SLA adherence.
- Produce regular performance reporting (e.g. ticket volumes, telephony metrics, SLA performance).
- Coordinate high-priority incidents (P1/P2), ensuring clear communication and structured resolution across teams and customers.
- Contribute to service prioritisation through cross-functional forums, aligning Support, Product, and Service teams.
- Ensure a consistently high-quality customer experience, particularly during escalations and service disruptions.
Process Ownership & Governance
- Own and continuously improve ITIL-aligned processes, including: Incident Management, Service Request Fulfilment, Problem Management, Major Incident Management, Knowledge Management.
- Work closely within a Support–Product operating model, ensuring customer impact is clearly communicated and prioritised.
- Ensure compliance with ISO20000 and ISO27001 standards.
- Maintain strong governance across documentation, knowledge management, and audit readiness.
Stakeholder & Customer Engagement
- Use support data and insights to inform customer health, identify risks, and support retention and growth.
- Act as an escalation point, ensuring effective coordination while maintaining clear ownership across teams.
- Build strong relationships with customers, commercial stakeholders, product teams, and technical teams.
- Represent Application Support in service reviews and cross-functional meetings.
- Ensure clear, consistent communication with customers during incidents and escalations.
Continuous Service Improvement
- Lead initiatives to reduce repeat incidents through root cause analysis.
- Improve SLA performance through process optimisation.
- Enhance overall customer experience.
- Drive improvements in knowledge management and automation to increase resolution rates within Support.
- Contribute to the wider IT Continuous Service Improvement (CSI) roadmap.
People Leadership & Development
- Lead, coach, and develop the Application Support team, building capability and technical knowledge.
- Set clear goals and embed regular check-ins and performance reviews.
- Foster a high-performing, collaborative team culture focused on accountability and continuous improvement.
- Support the team in increasing L2 resolution and reducing dependency on Product teams.
What you'll bring:
- Proven experience managing an Application Support, IT Support, or Service Desk team.
- Strong understanding of ITIL processes, with hands-on experience across incident, problem, and change management.
- ITIL4 Foundation (or equivalent experience working within ITIL frameworks).
- Excellent communication skills, with the ability to engage confidently with customers and senior stakeholders.
- Strong analytical and problem-solving skills, with the ability to guide teams through complex issues.
- Experience using ITSM tools and structured support workflows.
- Ability to manage competing priorities in a fast-paced environment.
Our Values
Our values guide how we work together and make decisions every day. We’re looking for people who demonstrate: Progression, Integrity, Collaboration, and Ownership.
Benefits:
- Flexible working hours to support work-life balance.
- 25 days holiday + bank holidays.
- Competitive salary.
- Udemy Licence for learning and development.
- Bupa Medical Health care.
- Life assurance (3x basic salary).
- Enhanced Parental Leave.
- 2 volunteering days per year.
- Tusker Car Scheme.
- Cycle to work scheme.
Next Steps
Our TA team are committed to responding to all candidates within a reasonable timeframe. The process includes a call with our Talent Acquisition Team followed by a 1 hour Competency based interview. Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company. We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you! If you require any adjustments or additional support during the application and interview process do not hesitate to get in touch.
Applications Support Manager employer: Tracsis
At Tracsis Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With flexible working hours, generous holiday allowances, and a strong commitment to employee development through resources like Udemy, we empower our team to grow both personally and professionally. Join us in a role where your contributions directly impact customer satisfaction and the future of transport technology, all while enjoying the benefits of a supportive and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Applications Support Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tracsis values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tracsis might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tracsis!
✨Direct Apply to Tracsis
Let's not forget to apply directly through the Tracsis website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Applications Support Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tracsis.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tracsis. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tracsis
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
