Application Support Team Lead

The Opportunity:

We’re offering an exciting opportunity for an experienced and motivated Application Support Team Lead to step into a crucial role within our Digital Technology and Services (DTS) function. This position sits at the heart of our service operations, ensuring stability, quality, and continuity across a wide range of business‑critical applications.

As the Application Support Team Lead, you will guide and support a team of Analysts delivering first line application support, drive operational excellence, and champion continuous improvement. You’ll work closely with a variety of internal teams to ensure incidents are resolved quickly, platforms remain reliable, and knowledge is well‑documented and shared. This is a fantastic opportunity for someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is passionate about delivering exceptional customer‑focused service.

The role will involve:

• Overseeing incident resolution, ensuring timely fixes, clear communication, and strong root-cause analysis for application issues.
• Maintaining platform stability across on‑premise and cloud environments through proactive monitoring and operational tasks.
• Drive operational excellence by prioritising workload, meeting service levels, and ensuring audit and process compliance.
• Collaborate cross‑functionally with Engineering, DevOps/SRE, Service Desk, and Product teams to improve service quality and knowledge sharing.
• Act as an escalation point for customers and participate in the on‑call rota for management‑level escalations.
• Support service health by contributing to maintenance routines, health checks, and ongoing service improvement initiatives.
• Produce and analyse operational metrics, supporting customer service reviews and data-driven decision‑making.

About You:

You will be an experienced technical support professional with a passion for leading people, improving services, and keeping business‑critical applications running smoothly. You will be confident under pressure, customer‑focused, and committed to driving high standards across your team.

You Will be/have:

• Strong technical background with experience in a Service Desk or Application Support environment
• Proven leadership skills, with the ability to coach, mentor, and develop team members
• Excellent problem‑solving abilities, able to analyse issues and identify effective solution
• Clear and confident communication, particularly during incidents or time‑critical situations
• A customer‑centric mindset, always focused on service quality and stability
• In depth experience in technical support, varying hardware, and software platforms, with a speciality in Application Support products
• Ability to manage workloads, prioritise effectively, and deliver consistently against SLAs
• Collaborative working style, comfortable partnering with cross‑functional teams
• A drive for continuous improvement, seeking opportunities to enhance processes and reduce repeat issues
• Familiarity with ITIL principles and experience using ITSM tools