Job Title: Application Support Team Lead/Manager
We are seeking a skilled Application Support Team Leader/Manager to lead a dynamic team in Dublin. This is a permanent role aimed at overseeing and enhancing application support services to ensure smooth operations and customer satisfaction.
Key Responsibilities:
* Lead a team of application support analysts to provide high-quality support services.
* Manage incident response and troubleshoot application issues efficiently, ensuring minimal downtime.
* Oversee the application support lifecycle, including documentation, escalation, and resolution.
* Implement best practices for application support and ensure adherence to service level agreements (SLAs).
* Coordinate with other IT teams and stakeholders to ensure a seamless user experience and address escalated issues.
* Conduct performance evaluations, set objectives, and provide ongoing mentorship for team members.
* Develop and deliver regular reports on team performance, incidents, and areas for improvement.
* Stay updated on the latest application support methodologies, tools, and practices to improve team efficiency.
Requirements:
* Minimum 5 years experience in an application support role, with at least 2 years in a team leadership or management capacity.
* Circa 8-10 years in an IT Role.
* Strong knowledge of incident and problem management practices.
* Proven ability to manage and motivate a team within a high-paced environment.
* Experience in service delivery and handling escalations to maintain SLAs and customer satisfaction.
Desirable Skills:
* Familiarity with ITIL framework and principles.
* Background in both on-premises and cloud application support environments.
* Proficiency in support tools and technologies, such as ticketing systems, monitoring tools, and reporting dashboards.
* Excellent interpersonal and communication skills to effectively manage stakeholders and present performance insights.
Working Conditions:
* Hybrid work model: 3 days on site / 2 days from home.
* Permanent position.
* Competitive salary.
* Annual bonus.
* Health insurance.
* Pension.
* Wellness days.
* 25 days AL, with option to purchase 5 more.
Estimated Salary: £60,000 - £80,000 per annum.