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Application Support Team Leader

Job details
Posting date: 14 December 2024
Hours: Full time
Closing date: 13 January 2025
Location: Leeds, LS1 5JF
Company: System C
Job type: Permanent
Job reference: REQ698

Summary

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.