Application Support Team Manager

4 weeks ago

Camden Area, United Kingdom Staffworx Full time
Lead a team dedicated to ensuring the availability, functionality, and performance of all core business applications, supporting essential business processes. You will collaborate closely with business users, Product Owners, and third-party support partners to manage, diagnose, and resolve issues while proactively monitoring and supporting the applications.

Responsibilities:nProvide daily support for core business applications across all regions (including SAP ERP, HR/HCM, ecommerce, CRM, Retail POS)nLead the Application Support Analyst team, ensuring effective work allocation, SLA adherence, identifying and meeting training needs, and improving processes.nManage escalations both internally and with suppliers, including appropriate business communications.nDeliver support for all core IT business applicationsnMaintain a thorough process for logging and assigning issues and service requests to relevant team members and external suppliers.nEnsure issue resolution within assigned SLAs and proactively work to minimize future calls.nCoordinate with external suppliers for call tracking and resolution within their agreed SLAs.nWork closely with users to understand their daily challenges and IT issues, providing recommendations for application improvements.nSupport planned out-of-hours work as required and participate in on-call support rotations.nReport on SLA adherence and system performance to key tech stakeholders.nIdentify and manage recurring issues to reduce problem occurrences.nStrive to provide the best possible service and maintain a robust and stable environment for colleagues and customers.nEnsure compliance with Health and Safety legislation in all working practices.

ExperiencenProven experience in managing small teams.nFull computer literacy with significant experience in supporting ERP, ecommerce and cloud systemsnExtensive application support experience, particularly in a retail environment.nKnowledge of database and reporting technologies (desirable).

PersonalnStrong people management skills.nExcellent oral and written communication skills.nSuperior customer service skills.nAbility to make quick and effective decisions.nKeen problem-solving abilities.nHigh flexibility and adaptability.nCapability to work under pressure.nEffective organizational skills.

Qualifications:nITIL Certification

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