Support Operations Lead

Position

Senior Application Support Specialist

Service Desk Team Leader, Senior Application Support Specialist, 3rd Line Support Analyst / Team Leader

London (Kings Cross) - hybrid working – 4 days onsite, 1 day remote

£60,000 - £75,000

Sorry, our client is unable to offer sponsorship.

We are partnered with a fast‑growing, mission‑driven healthcare technology organisation seeking a Senior Application Support Specialist to join their Delivery & Client Services function. This is a highly impactful role where you will operate as a subject matter expert across key product areas, taking ownership of complex support challenges and acting as a senior escalation point. You will work closely with Product and Engineering teams to ensure frontline feedback drives meaningful product improvements, while also playing a key role in developing the capability of the wider support team.

This position offers a clear pathway into team leadership, with opportunities to coach, mentor and help shape support operations in a high‑growth environment.

• Minimum 5 years’ experience in an application support or service desk environment
• At least 2 years in a senior support position handling escalations or complex cases
• Strong experience supporting business‑critical applications
• Proven ability to diagnose issues, identify root causes and communicate solutions clearly
• Experience working with support tools such as Zendesk, Intercom or similar
• Ability to manage sensitive customer situations with professionalism and empathy
• Strong stakeholder management skills, including engagement with senior or clinical users
• Demonstrated experience coaching, mentoring or supporting junior team members

• Experience supporting applications in cloud or hosted environments
• Strong analytical and troubleshooting capability
• Familiarity with incident management processes and structured support environments
• Understanding of support tooling, workflows and service optimisation

• Experience in healthcare, primary care or NHS‑related environments
• Exposure to regulated environments or formal incident management frameworks
• Experience in support quality or service improvement initiatives
• Team leadership or management experience
  , or an interest in moving into a leadership role

• Act as a 2nd and 3rd line escalation point for complex technical and functional issues
• Investigate and resolve high‑priority incidents to a high standard
• Participate in an on‑call rota providing out‑of‑hours escalation support
• Ensure continuity of service during peak periods or team capacity constraints

• Analyse user feedback to identify trends and recurring issues
• Work closely with Product teams to translate insights into actionable improvements
• Ensure the customer voice is clearly represented in product development discussions

• Support onboarding and training for new team members
• Provide coaching and knowledge sharing across the support function
• Help raise the overall quality and consistency of support delivery

• Own and optimise support tooling and processes
• Lead incident management activities, including post‑incident reviews
• Monitor support quality and implement improvements to maintain high service standards

• Hybrid working: 4 days onsite (London), 1 day remote
• Participation in an on‑call rota (additional compensation provided)
• Occasional travel for customer go‑lives and onsite support