Application Support Desk Manager

About The RoleWe are actively building diverse teams and welcome applications from everyone.Role: Application Support Desk ManagerLocation: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)Contract Type: PermanentSalary Package: 50,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a yearHours: 9.00 am – 5.30 pm Monday – FridayInterview Process: 2-stage processWhy SCC?An inclusive workplaceExcellent package: solid basic and company benefitsHybrid working & core hours in line with role requirementsCareer development and life-long learning opportunitiesOpportunity to join Europe's largest privately-owned IT CompanyRole purpose:The Application Support Desk Manager is responsible for leading and developing a team of Application Support Analysts that provide 2nd line support for critical business applications used across the organisation.The role focuses on ensuring the effective delivery of incident, request, problem and service management processes across a portfolio of applications including:ServiceNowMicrosoft Dynamics 365 Project OperationsMicrosoft Dynamics 365 Field ServiceMicrosoft Dynamics 365 Customer Engagement (CE)Microsoft Dynamics 365 Finance Operations (FinOps)Microsoft Dynamics 365 Human Resources (HR)Proprietary on-premise business applicationsThe Application Support Desk Manager will act as the operational leader for the team, ensuring high levels of customer satisfaction, strong service performance against SLA targets, effective escalation management, and continuous improvement of support processes.The role serves as the key interface between Service Desk teams, end users, third-line resolver groups, application specialists, development teams, and business stakeholders.Security clearance or willingness to apply will be required for this role.Key responsibilities:Team Leadership & People ManagementLead, coach and develop a team of Application Support Analysts.Conduct regular one-to-one meetings, performance reviews and personal development planning.Foster a customer-focused, collaborative and high-performing team culture.Manage team workloads, scheduling and resource allocation.Support recruitment, onboarding and training activities.Identify skills gaps and implement development plans to increase team capability.Service Operations ManagementEnsure the effective management of incidents, requests and service issues assigned to the Application Support team.Monitor ticket queues and workload distribution to ensure SLA compliance.Oversee major application incidents and service disruptions.Ensure correct prioritisation, categorisation and escalation of tickets.Manage service performance against agreed KPIs and SLAs.Act as the escalation point for complex support issues.Stakeholder & Customer EngagementBuild strong relationships with business stakeholders and key users.Ensure customers receive regular updates and clear communications throughout the incident lifecycle.Drive a culture of excellent customer service and responsiveness.Represent the Application Support function in operational and service review meetings.Manage customer expectations during incidents, outages and service improvements.Third-Line & Supplier ManagementCoordinate activities between Application Support Analysts and third-line resolver teams.Ensure effective handover of incidents requiring specialist investigation.Work closely with: Functional ConsultantsApplication SpecialistsSoftware DevelopersExternal Suppliers and VendorsMonitor escalated tickets and ensure timely resolution.Escalate risks and recurring issues appropriately.Process Management & GovernanceEnsure support processes align with ITIL best practices.Maintain and improve incident, request, problem and change management processes.Develop and maintain support documentation, knowledge articles and operational procedures.Ensure consistent ticket quality and process adherence across the team.Support audit, compliance and governance activities where required.Continual Service ImprovementIdentify trends in incidents, requests and recurring issues.Drive root cause analysis and problem management activities.Recommend and implement service improvements to reduce support demand.Promote automation and efficiency opportunities where appropriate.Produce service reports and improvement plans based on operational metrics.Service Reporting & Performance ManagementDevelop and maintain operational dashboards and service reports.Monitor and report on: SLA performanceTicket volumesCustomer satisfactionResolution timesEscalation ratesBacklog managementPresent service performance and improvement initiatives to management. Key Performance Indicators (KPIs)The successful candidate will be measured against:SLA achievement levelsTicket backlog levelsTicket ageingService availability performanceKnowledge article creation and reuseTeam engagement and developmentDelivery of continual service improvement initiativesReduction of recurring incidentsSkills and experience:ExperienceProven experience managing an Application Support, Service Desk or IT Support team.Experience supporting enterprise business applications.Experience working in a multi-tier support model (1st, 2nd and 3rd line support).Strong understanding of IT Service Management principles.Experience managing operational service performance and SLAs.Experience dealing with business stakeholders and senior users.Experience leading service improvement initiatives.Technical KnowledgeStrong understanding of:Microsoft Dynamics 365 applications, including: Project OperationsField ServiceCustomer Engagement (CE)Finance Operations (FinOps)Human Resources (HR)ServiceNow platformIncident, Request, Problem and Change Management processesApplication support operating modelsKnowledge management principlesManagement SkillsTeam leadership and coachingPerformance managementStakeholder managementCustomer service excellencePrioritisation and workload managementReporting and data analysisProblem-solving and decision-makingDesirable QualificationsITIL Foundation or higher certificationMicrosoft Dynamics 365 certificationsServiceNow certificationPrince2 Foundation or Agile certificationExperience working within a service management environment supporting critical business applicationsPersonal AttributesThe successful candidate will demonstrate:Strong customer focusExcellent communication skillsAbility to lead and motivate teamsAnalytical and problem-solving mindsetProactive and results-oriented approachStrong organisational skillsCalm and structured approach under pressureCommitment to continual improvementAbility to build trusted relationships with technical and business stakeholders**Note - you must be SC cleared, or qualify to get SC clearance for this role.About YouAbout UsSCC is Europe's largest privately-owned IT business, based out of the new 7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines.

We are a global company that is passionate about IT and where we look to simplify the complex.We are an equal opportunities employerSCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.Diversity & Inclusion at SCC - Sustainability at SCC - Life at SCC - LocationBirmingham - CV2All DepartmentsNot SpecifiedAll Departments is a required fieldAdvertising SalaryNot SpecifiedContract TypePermanentJob FunctionPlease Select