Application Support Team Lead

Overview

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.

• 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, Dev Ops/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.

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.

• 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