2nd Line Applications Support Team Senior

We are looking for a 2nd Line Application Support Team Senior for our busy IT Digital department in Glasgow. Reporting to the Support Desk Manager, the successful candidate will be responsible for overseeing and providing Application support within the Support Digital Support Team structure.

Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.

Why choose us?

• 33 days' annual leave
• Flexible leave
• Generous employee discounts
• Private healthcare
• Workplace pension
• Training and career development
• …and much more

Hours
Full time: Monday - Friday 8am – 6pm

Location
This is a hybrid role, with your time spread between your home and our Head Office in Hillington, Glasgow.

*About The Role*
Arnold Clark's Digital department is responsible for delivering application support across our rapidly growing business.

You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications, delivering technical and administrative services to support and maintain live applications.

*Knowledge And Experience
Application Support:*

• This role requires leading a team of second-line support analysts to provide support for bespoke software applications, resolving issue through incident management systems, phone and email.
• Liaising successfully with third Line development teams, building relationships to deliver successful solutions. Attend overviews of new products and services and ensure these are delivered to the Team with relevant documentation.

Learning delivery

• Responsible for carrying out monthly 121's with the team to manage performance and to support Service Desk Manager.
• Identify training needs of team to work with SDM to implement support and training.
• Assist with training and mentoring new members of the team and other support teams to support Service Desk Manager.
• Oversee Team queue, managing (incident and request) and assigning to analysts and escalating issues to SDM where needed.

Customer service support

• Given the strong focus on service delivery and customer satisfaction, ongoing mentoring Team members is vital to this role.

*Service Level Management*
:

• Co-ordinate the delivery of the services performed by the 2 nd Line Applications team in line with service level agreements. Such as from initial incident logged to full resolution

*Stakeholder Relationship Management:*

• Engaging with stakeholders across different departments to understand support requirements, provide updates, and ensure effective communication.

*Additional Duties*

• Act as escalation point for the 2 nd Line Applications team with problem incidents and requests, escalating where appropriate
• Act on Microsoft Teams escalations and delegate where appropriate.
• Assist with problem calls and escalated incidents, requests, emails and chats. Escalating where appropriate.
• Act as a team ambassador (Provide update on Support Desk Meetings).
• Attend weekly Desk Operations leadership meetings and facilitate weekly Team meetings.

*Knowledge And Experience*

• A minimum of 1 years' experience of managing a team.
• A strong focus on service delivery and customer satisfaction.
• Attention to detail with a methodical and thorough approach to work.
• Strong written and communications skills
• A focused team player
• Highly organised with excellent communication skills
• Great time management and the ability to prioritise multiple work streams.

*Nice To Have (but Not Essential)*

• Experience of working in an application support role.
• Experience/knowledge of Kerridge/Rev8 DMS Application

At Arnold Clark, we are adopting SFIA Version 9 framework for all roles that require digital / IT skills. In the case of this role, we have reviewed the required skills and skill levels that we regard as essential. To find out more about SFIA and version 9 of the framework, you can visit: https://sfia-

You may be asked to provide evidence as to how you are already operating at these skill levels if you are invited to interview with us.

Our culture
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.

To find out more about Life at Arnold Clark , visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.