Application Support Team Leader

Title: Application Support Team Leader

Type: Permanent

Location: London Hybrid

Overview:

La Fosse have partnered with a not-for-profit educational organisation who are looking for an Applications Support Team Lead to join on a permanent basis. You would be responsible for Technology application support activities including maintenance, administration, 3rd line support, testing, and QA. Work closely with the Service Desk to provide 3rd line operational support and to ensure timely and efficient resolution of Technology application-related incidents and service requests, and work with the Product team across any upgrades and new platforms.

This role comes with line management and responsibility for a team of 4 Application Support Analysts.

Key Responsibilities:

• Manage the Applications Support Team, ensuring their performance and effectiveness, and addressing issues.
• Coach and develop team members, fostering a culture of service excellence.
• Set objectives, plan activities, and delegate tasks to meet deadlines.
• Build strong relationships with Product Managers and third-party supporters.
• Provide clear feedback to improve performance.
• Oversee incident and service request management, escalating as needed and communicating with the business.
• Resolve application-related issues promptly and keep users informed.
• Coordinate with suppliers to ensure timely resolution of problems.
• Monitor application performance and apply preventive measures to enhance service levels and reduce costs.
• Ensure workforce coverage for support, testing, and QA, resolving conflicts.
• Manage knowledge activities to keep information current and relevant.
• Schedule, resource, test, and deliver support changes according to plans.
• Accept changes that meet service criteria.
• Comply with organizational requirements and policies.

Experience Needed:

• Proven experience of CRM, Ticketing, and Integrations of systems.
• Experience in a similar role managing a support team that is also responsible for project support and QA.
• Excellent understanding of ITIL.
• Demonstrable experience of software testing principles.
• Experience of communicating clearly, with the ability to adapt your communication style for different groups.
• Project management experience.
• ISTQB Foundation (Desirable).