Application Support Team Leader

Description

Background:

We are currently seeking an Application Support Team Lead to join our team in supporting local authorities in utilising Liquidlogic’s market leading Social Services and Case Management software.

Duties and Responsibilities:

• Overall responsibility for an Application Support team.
• Triaging all tickets, assigning to appropriate team members.
• Manage the workload of the team to ensure effective use of time.
• Line management of an Application Support team including leave requests, annual reviews and staff performance, in conjunction with the Head of Application Support.
• Prioritise and manage a wide range of live issues.
• Work closely with the Liquidlogic Application Support Engineers to resolve problems.
• Help analyse the workload of an Application Support team to identify and resolve high volume problems.
• Ensure team are sufficiently trained and supported and be available for questions and requests for help.
• Manage customer escalations and ensure high priority calls are dealt with quickly and efficiently.
• Work with the Implementation team at project transition to ensure a smooth handover, and where necessary arrange dedicated resources to help triage customer specific issues. Interact with other internal departments to help resolve issues.
• Have overall ownership of the JIRA customer calls.

Skills and Experience:

This is a role which requires good interpersonal skills, technical understanding, and the ability to lead a team. This is together with the skills outlined below:

• Strong ability to prioritise and execute tasks.
• Team Leadership skills.
• Strong Analytical Skills.
• In depth knowledge and experience of the Liquidlogic product set.
• In depth knowledge and experience of SQL Server.
• In depth knowledge and experience of writing SQL / TSQL queries for fixing data issues.
• Strong written and verbal communication skills across all disciplines.

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.