Application Support Team Leader

Job Title: Application Support Team Leader
Location: Remote, UK-based
Salary: £55,000

About Us:

Join this revolutionary SaaS provider's team, where you'll lead a dynamic group delivering exceptional technical support to both our valued customers and internal staff. We're seeking an individual with a blend of technical expertise, leadership prowess, and a customer-centric mindset to spearhead our Application Team.

Responsibilities:

As the Application Support Team Leader, you will:

• Take ownership of, manage, and resolve queries and incidents reported to the application team.
• Lead a team of 3 Application Engineers
• Provide timely and efficient 1st and 2nd line support to both customers and staff, ensuring SLAs are met.
• Promptly triage application team tickets, offering solutions or workarounds to incidents, problems, and requests.
• Analyze and diagnose issues to identify root causes, implementing solutions or escalating when necessary.
• Meet KPIs and SLA thresholds, working to reduce overall incident and request counts.
• Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents.
• Collaborate with third parties such as vendors and subject matter experts for 3rd line support.
• Coordinate with the Delivery Manager and customers for product updates and changes.
• Identify and support process optimization opportunities, contributing to the implementation of proposed solutions.
• Maintain exceptional customer service skills, ensuring positive user experiences.
• Contribute to service management process improvement and product enhancement initiatives.
• Collaborate with team members to maintain organizational knowledge databases.
• Maintain accurate documentation of incidents, requests, resolutions, and procedures.
• Produce application team performance metrics and KPI reports for senior management and clients.
• Provide technical assistance and training to users on various software applications and tools.
• Conduct weekly Application Team review meetings, providing constructive feedback to team members.
• Develop and implement training programs to enhance the team’s technical skills.
• Collaborate with other departments to improve cross-functional communication.

Skills & Experience:
Essential:

• Experience mentoring and guiding team members, preferably in an Application Team leadership role.
• Experience working in an ITIL environment
• Demonstrable troubleshooting skills at various support levels.
• Experience within a Software Development Environment and understanding of SDLC.
• Experience supporting bespoke application environments and familiarity with relevant technologies.
• SQL server/SQL query knowledge.
• Strong communication and interpersonal skills.
• Customer-focused attitude with a desire to support and resolve customer issues.
• Ability to take ownership of tasks independently and collaboratively.
• Ability to multitask and prioritize effectively.
• Experience with IT service management and project management tools.

Benefits:

• Competitive Salary: Up to £55,000
  
• Flexible Working Hours
• Remote Work
• Professional Development
• Health and Well-being
• Generous Annual Leave: 34 Days
• Pension Scheme
• Employee Assistance Program
• Social Events: Join regular team-building activities, social events

Interested to know more? Please APPLY immediately.