Application Support Desk Manager

As Application Support Desk Manager, you lead a team delivering 2nd line support for critical business applications across the organisation, ensuring incident, request, problem and service management align with ITIL and SLAs. You act as the operational bridge between service desk, end users, and escalation groups, driving service improvements and maintaining strong customer satisfaction. This is a role at Europe\'s largest privately-owned IT company, offering hybrid work and a clear path for growth.

• Hybrid working
• Salary 50,000 plus benefits
• Broad flexible benefits scheme
• 2 paid volunteering days a year
• Career development and life-long learning opportunities
• Core hours in line with role requirements

• Lead, coach and develop a team of Application Support Analysts
• Manage incidents, requests and service issues with SLA compliance
• Build relationships with stakeholders and users; communicate incident lifecycle updates
• Coordinate with third-line resolver teams and external suppliers
• Maintain and improve incident, request, problem and change processes (ITIL aligned)
• Drive continual service improvement and automation opportunities
• Produce service reports and dashboards; manage KPIs and escalations

• Experience managing an Application Support, Service Desk or IT Support team
• Experience supporting enterprise business applications
• Experience in multi-tier support (1st/2nd/3rd line)
• Strong understanding of IT Service Management principles (ITIL)
• Experience managing service performance and SLAs
• Experience dealing with business stakeholders and senior users
• Experience leading service improvement initiatives

• Customer-focused
• Excellent communication
• Leadership and motivational capability
• Microsoft Dynamics 365: Project Operations, Field Service, CE, FinOps, HR
• ServiceNow platform
• ITSM: Incident, Request, Problem, Change Management