Application Support Lead

Application Support Lead

Department: Technology

Employment Type: Permanent - Full Time

Location: Remote first, UK

Compensation: circa £ 57,600

Description

As an Application Support Lead, you will manage a team of Application Support Engineers, ensuring their performance and leading them to success. You will oversee Change and Problem Management, conduct root cause analysis, reduce ticket volumes, support IT/Finance audits, and onboard new applications for team support.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

Our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

Day to day, you will be responsible for:

• Team Management: Mentor and manage a team of Application Support Engineers, conduct performance reviews, and lead team meetings.
• Operational Oversight: Ensure the team resolves application and system issues promptly, adhering to SLAs and relevant processes.
• System Monitoring: Oversee system alerts and events, ensuring timely action.
• Upgrades and Changes: Plan and implement system upgrades and security patches with third-party providers.
• Stakeholder Liaison: Work with suppliers and internal stakeholders to ensure product delivery.
• Supplier Management: Engage in contract negotiation and supplier management.
• Training and Development: Train staff and cross-train team members on supported systems.
• Change and Problem Management: Manage change, release, and problem management processes, and conduct root cause analysis.
• Project Management: Lead projects to deploy new systems and decommission outdated ones.
• Audit Support: Provide documentation and ensure compliance during IT/Finance audits.

You’ll need to have:   

• Leadership: Strong leadership and mentoring skills.
• Communication: Excellent communication and interpersonal skills.
• Compliance: Proven track record of maintaining SLAs and performance metrics.
• Continuous Improvement: Ability to drive change and foster a culture of improvement.
• Project Management: Effective project management skills.
• Technical Support: Experience in delivering technical support for complex applications.
• Problem-Solving: Strong problem-solving and root cause analysis skills.
• Service Focus: Ability to triage system issues and convey technical solutions clearly.
• Documentation: Experience in creating user guides and support documentation.
• Operational Calls: Ability to run operational calls with suppliers and superusers.
• Learning: Willingness to learn new systems and technologies.
• ITIL Knowledge: Familiarity with ITIL service management.
• Microsoft CRM and Finance Solutions: Experience in supporting these systems.
• Content Management Systems: Experience with Alfresco, ScholarOne, Trackit, or similar is a plus.

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at peopleteam@emerald.com and let us know. Apply