Application Support Manager - Social Care and Education

Overview

As Application Support Manager at System C, you lead a skilled support team delivering exceptional service across Social Care and Education product portfolios. You will own incident management, escalations, and continual service improvement to drive outcomes for organisations and the people they serve. You will collaborate with Product, Development, Technical Services and Customer Success to optimise performance and customer experience. This is a hands-on leadership role in a fast-moving, mission-driven environment that values ownership and measurable impact. You will shape support operations and reporting to enable cross-functional success.

Pay / Benefits

• flexible benefits
• professional development opportunities
• wellbeing support
• recognition programmes

Responsibilities

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

Key requirements

• Experience leading an Application Support, Software Support or Technical Support team
• Managing customer escalations, major incidents and service recovery
• Experience in an ITIL-aligned environment
• Incident, Problem and Change Management expertise
• Proficiency with service management platforms such as Jira or ServiceNow
• Coaching, developing and motivating teams
• Strong stakeholder management and communication skills

• stakeholder management
• communication
• leadership
• Jira
• ServiceNow
• ITIL

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