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Application Support Team Leader

Stoke-on-Trent

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The Application Support Team Leader is part of the Customer Support Service and is responsible for managing the operation of the Application Support Team including line management.This role is responsible for handling and solving more complex application issues raised by our client base either through the Customer portal or over the phone. This team provides an escalation route for the Service Desk Analysts and works alongside the Service Desk Manager to provide a seamless resolution path for our customers’ requests.This teams provides support for other areas of the business to help resolve product issues and manages escalations with the business functions as needed. To work alongside other Support Team Leaders in adhering to Support Processes, Service Level Agreements, meeting agreed KPI’s and managing key Stakeholders.Responsibilities:Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs.Training. Ensure continual upskilling in Customer Support through evaluation, development and training plans for staffDay to day management, ensuring that staffing and skill levels are maintained throughout operational hours.Managing your team to deliver customers’ needs and to continually improve your team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagementProblem management and Root Cause Analysis (RCA) with the aim of implementing the recommendations.Manage incidents via the Service Management ToolProvide an escalation point for Support ConsultantsProvide an escalation point to other teams within the organisationProvide customers with timely updates to their casesManage their own case queue in line with Service Desk proceduresEscalate high priority issues to the Head of Customer ExperienceLiaise and escalate issues and product defaults with the Product teams as appropriateUpdate and propose new knowledgebase articlesReview daily priorities and take appropriate action to ensure results are achieved.Attend Release Status Meetings and Product SteerCo meetings as required.Review product issues (bugs) and advise on relative importance/ impact/ priorityMentor and act as a coach for Application Support ConsultantsTo drive a culture of continual process improvement within the Application Support team and the wider Service.Key Performance Measures:Customer satisfaction – Measured using the Key Performance Indicators for customer successService Desk - Measured using the Key Performance Indicators for the Service DeskProblem Management – Time to full resolution and long-term reduction in problems across the customer baseSkills/Qualifications/Experience Required:Core competencies required:Leadership / Supervisory: Provide leadership and direction to the customer support department. Establish and oversee the adoption of the support department’s vision, goals and objectives at all levels. In this leadership role, ensure that customer support department needs are correctly prioritised to ensure the correct allocation of resources. Will also ensure that customer support activities are seen to deliver measurable and significant value to the businesses and meet Customer Service Level Agreements. Plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and continued growth.Team Player: Will need to be team players who enjoy working in a team environment and working with others to solve customer issues. Problem Solving and Decision Making – Gathers, verifies, and assesses all appropriate and available information to gain an accurate understanding of situations. Considers a range of possible options, evaluating evidence and seeking advice where appropriate. Makes clear, timely, justifiable decisions, reviewing these as necessary. Balances risks, costs and benefits, thinking about the wider impact of decisions. Exercises discretion and applies professional judgement, ensuring actions and decisions are proportionate and in the interest of the relevant stakeholderCommunication – Effective communication skills suitable for the management of and liaison with colleagues within the team and senior management, both on a one to one and one to many basis. Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussionsPlanning and Organising – Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems. Must manage the field of responsibility within allocated budgets and be able to plan and forecast future budgets based on business priorities.Building Relationships – Able to develop effective relationships with Allocate colleagues and customers. Able to respond appropriately to feedback.Understanding Allocate – Aware of Allocate strategies, policies and procedures. Aware of how the organisation operates.Influencing and Impact – Act in a professional manner and exhibit the required behaviour that should act as an example to other employees. Needs to delegate tasks, responsibilities, and authorities effectively. Effective at identifying goals and objectives and motivating and leading others towards their achievement. Able to network throughout the wider Allocate business and the user community.Innovation, Flexibility and Adaptability – Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.Capabilities/Qualifications/Experience Required:Education – degree in computer science, computing, IT or business systems desirable. Technical understanding of web-based software solutions, standard database methodologies, interfacing and internet hosting a distinct advantage.Qualifications –professional certification for the management of service and support functions desirable (ITIL, Service Desk Institute) etc.Experience – Experienced and conversant in Service Level Agreements and Operational Schedules. Experience in leading and developing a support team both within a managed services environment and with on premise deployments. Aware of industry trends and innovation.Training – Experience/knowledge of healthcare IT or workforce management desirable.Analytical Thinking – Effective at acquiring an understanding of a problem or situation, and developing an approach to interacting with the situation.Applying standards – Effective in the application of relevant industry and process standards to all tasks undertaken.Industry Trends & Developments – Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current.

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