Application Support Manager

At Health Partners, we pride ourselves on being one of the UK’s leading providers of occupational health and wellbeing solutions. We partner with organisations across diverse industries, helping them to support the physical and mental health of their employees.

Please note that the closing date for this vacancy is subject to change and the advert may close earlier if sufficient applications are received. We encourage early applications to avoid disappointment.

Are you passionate about delivering exceptional technical support and leading high-performing teams? Do you thrive on solving problems, driving continuous improvement, and making a real impact? If so, we have the perfect opportunity for you to join us as our Application Support Manager!

In this exciting role, you’ll ensure the smooth delivery of exceptional technical support for our internally developed applications, empowering end users and driving continuous improvement initiatives.

You’ll oversee the day-to-day operations of the Application Support team, ensuring incidents and service requests are resolved efficiently, escalations are handled promptly, and processes align with organisational goals.

As a strong and proactive leader, you’ll manage team resources, mentor staff, and foster a collaborative, customer-focused environment. Beyond operational excellence, you’ll play a key role in analysing trends, implementing long-term solutions, and driving improvements such as automation and self-service tools.

We value the people who work with us and our rewards package is reviewed regularly to reflect this. It currently includes:

• Competitive salary, dependent on qualifications and experience.
• Contributory pension scheme(up to 6%).
• Life assurance.
• 25 days of annual leaveplus bank holidays, increasing with length of service.
• A day off for your birthday(non-contractual).
• Discounted gym membership.

• Oversee the daily operations of the Application Support team, ensuring incidents, service requests, and escalations are resolved promptly.
• Act as an escalation point for users, providing updates and driving swift resolutions.
• Monitor team performance metrics to ensure adherence to SLAs and implement processes to enhance efficiency and service delivery.
• Maintain an up-to-date knowledge base with common issues and solutions.
• Manage team resources, including scheduling and ensuring adequate cover during busy periods.
• Recruit, train, and mentor team members to build a high-performing, customer-focused team.
• Conduct performance reviews, set objectives, and foster a positive, collaborative work environment.
• Deliver exceptional user support by managing expectations, resolving issues, and maintaining clear communication.
• Address recurring issues through root cause analysis and implement long-term solutions in collaboration with IT teams.
• Oversee bug escalation processes, ensuring timely progress and user updates.
• Analyse trends in support requests to identify improvements and provide feedback for system enhancements.
• Drive automation and self-service initiatives to increase efficiency and empower users.
• Collaborate with IT and business units to align support operations with organisational goals.
• Manage and optimise Application Support tools and systems to meet operational needs.
• Stay up to date with Gateway Platform updates and emerging technologies to ensure effective support.
• Ensure compliance with organisational policies, data protection regulations, and IT best practices.
• Prepare performance reports and share key metrics with senior management.

You’re a proactive, solutions-driven professional with a passion for leading teams and delivering exceptional support. You’ll bring:

• Proven…