Application Support Manager in Gateshead

Overview

Baltic Recruitment are delighted to be supporting a distinguished market leader renowned for delivering advanced digital solutions for power grids with their search for an Application Support Manager.

The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems. This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly. The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem-solving.

Key Duties

• Support Coordination: Act as the primary point of contact for support; attend client and supplier meetings as the company\’s support; triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams; monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
• Maintenance Management: Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations; coordinate with suppliers and internal teams for system updates, upgrades, and maintenance records.
• Problem Resolution: Investigate and resolve recurring issues by collaborating with cross-functional teams; analyse trends in support requests to identify opportunities for system or process improvements; escalate complex problems to higher management or specialised teams as needed.
• Documentation And Reporting: Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules; generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients; provide insights and recommendations based on data.
• Stakeholder Engagement: Attend stakeholder meetings as the company support liaison; liaise with stakeholders to understand system requirements and ensure alignment with organisational goals; communicate effectively with technical and non-technical teams to provide updates and gather feedback.

Qualifications

• BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline).
• Proven experience in a support or maintenance coordination role.
• Strong technical aptitude with familiarity in systems/applications maintenance, electrical engineering, IT support, or similar domains.
• Excellent organisational and time management skills.
• Proficiency in using support ticketing systems and project management.
• Exceptional communication skills, both verbal and written.
• Experience in supplier management and contract negotiation.
• Experience in electrical substations and/or distribution is preferred.
• Background in data analysis and reporting.

The Package

• £55,000 – £65,000 per annum depending on experience.
• Office-based role, however some hybrid working is possible.
• Holidays: 25 + English bank holidays.
• Annual bonus potential.
• Pension.
• Death in Service.
• Additional benefits.