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Application Support Manager

2 months ago

Sheffield, Sheffield, United Kingdom Intellect Group Full time
About the Role

We are seeking an experienced Application Support Manager to join our team at Intellect Group. As a key member of our IT department, you will be responsible for overseeing the maintenance, support, and optimization of our business applications, ensuring they run smoothly and effectively to support our professionals.

You will lead and manage a team of specialists, work closely with internal stakeholders to identify and resolve application-related issues, and collaborate with vendors to implement new solutions.

Key Responsibilities
  • Team Leadership: Lead and manage the Application Support team to provide timely and effective support for all business-critical applications.
  • Application Management: Ensure the availability, performance, and security of applications, including practice management software, document management systems, and other legal-specific tools.
  • Stakeholder Engagement: Coordinate with various departments to understand their application needs and provide solutions to improve productivity and efficiency.
  • Process Development: Develop and maintain application support processes, documentation, and training materials for end-users.
  • Issue Resolution: Act as the primary point of contact for escalated application issues and manage their resolution within agreed SLAs.
  • Vendor Collaboration: Collaborate with third-party vendors to manage application upgrades, patches, and changes.
  • Root Cause Analysis: Conduct root cause analysis for recurring incidents and implement proactive measures to prevent future occurrences.
  • Security Compliance: Work closely with the IT Security team to ensure that applications comply with data protection and cybersecurity policies.
  • IT Project Participation: Participate in IT projects, providing expertise on application integration, deployment, and testing.
  • Reporting: Prepare regular reports on application performance, support activities, and team performance for senior management.
Requirements
  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience: 5+ years of experience in application support, with at least 2 years in a managerial or team lead role, preferably within a law firm or professional services environment.
  • Technical Knowledge: Strong knowledge of legal applications (e.g., iManage, Elite 3E, Aderant, NetDocuments, or similar).
  • Leadership Skills: Experience managing a team and driving continuous improvement in support processes.
  • Problem-Solving Skills: Excellent problem-solving skills with the ability to prioritize and manage multiple tasks.
  • ITIL Knowledge: Familiarity with ITIL processes and best practices.
  • Communication Skills: Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
  • Adaptability: Ability to work under pressure and handle complex issues in a fast-paced environment.