Application Support Manager – Social Care and Education

System C

. Lead and develop a team of Application Support Analysts and Senior Application Support Analysts .

Posted 10/5/2026full-timeLeeds • United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Application Support teams, managing incidents, and driving continual service improvement within an ITIL-aligned environment. Proficient in stakeholder management and utilizing operational data to enhance customer experience.

Highest-signal resume keywords

Application Support Team LeadershipIncident Management ExpertiseITIL CertificationService Management Platforms ExperienceStakeholder Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementRoot Cause AnalysisService Performance Reporting

Soft Skills

CoachingTeam DevelopmentCommunication SkillsRelationship Building

Tools & Technologies

JiraServiceNowMonitoring ToolsObservability Tools

Certifications & Qualifications

ITIL Certification

Industry Keywords

Social Care SoftwareEducation TechnologySaaS SolutionsCloud-Hosted SolutionsRegulated Environments

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Lead and develop a team of Application Support Analysts and Senior Application Support Analysts
Ensure incidents and service requests are managed effectively and in line with service commitments
Act as the senior operational escalation point for Priority 1 and Priority 2 incidents
Drive root cause analysis, problem management and continual service improvement
Build strong relationships with customers and internal stakeholders
Work closely with Product, Development, Technical Services and Customer Success teams
Use operational data and customer feedback to improve performance and customer experience
Produce service performance reports and support governance activities

Requirements

What you’ll need

Experience leading an Application Support, Software Support or Technical Support team
Experience managing customer escalations, major incidents and service recovery
Experience working within an ITIL-aligned environment
Incident, Problem and Change Management expertise
Experience with service management platforms such as Jira, ServiceNow or similar
Experience coaching, developing and motivating teams
Strong stakeholder management and communication skills
Experience in Social Care or Education software or technology environments (desirable)
Experience with SaaS and cloud-hosted solutions (desirable)
ITIL certification (desirable)
Experience working in regulated environments (desirable)
Experience with monitoring and observability tools (desirable)

Benefits

Comp & perks

Flexible benefits
Professional development opportunities
Wellbeing support
Recognition programmes that celebrate great work