Details:
- Salary: £50,000 - 55,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Birmingham
- Date: 3 days ago
Description:
Application Support Manager
Remote (UK) / Quarterly travel to Scotland
Salary £50,000 – £55,000
A specialist software company with a strong international reputation are hiring for a Application Support Manager to take ownership of its customer support function and drive meaningful improvements across service delivery, release management, and ITSM processes whilst line managing a team of six application support specialists.
This is a critical leadership supporting a customer base of around 50–70 accounts in depth. You won't be managing a ticket queue in the thousands; you'll be owning relationships, leading a small high-performing support team, and building the processes that keep an industry-leading product performing at its best.
Responsibilties of the Application Support Manager
Lead and manage a team of 6 application support specialists, overseeing day-to-day performance and fostering a customer-first culture.
Own release and upgrade management - coordinating application installations, software releases, and customer communications to ensure smooth, controlled rollouts.
Embed and improve ITSM practices across incident, problem, and change management, bringing structure and consistency to support operations.
Act as the primary liaison with the external infrastructure partner, ensuring hosted customer environments are secure, reliable, and well-supported.
Monitor KPIs and customer satisfaction data, using insight to drive continuous improvement and proactively address recurring issues.
Collaborate with Product, Development, Sales, and Professional Services to align support with business goals.
Experience required for the Application Support Manager
Experience in a senior support or service delivery leadership role within a software or IT services environment (SaaS preferred).
Proven experience managing application support teams, ideally within a SaaS or hosted software environment.
Strong working knowledge of ITSM frameworks (ITIL) and experience actually implementing or improving structured support processes.
Demonstrated ability to plan and manage software releases, including customer communications and controlled rollout.
Experience managing third-party service providers or infrastructure partners.
Comfortable owning a small, high-touch customer base.
Ablility to engage effectively across technical and non-technical stakeholders.
Interview Process
Initial online assessment
30-minute video call with the hiring manager
Final stage interview with the CEO
Apply now to speak with VIQU IT in confidence. Or reach out to Jack McManus via the (url removed)
Do you know someone great? We’ll thank you with up to £1,000 if your referral is successful (terms apply). For more exciting roles and opportunities like this, please follow us on LinkedIn @VIQU IT Recruitment