Lead Application Support

Role: Lead Application Support (Fixed-Term: 18 Months)
Location: Birmingham (Hybrid – 2/3 Days In-Office)
Salary: £45,000 - £55,000
A hands-on Lead Application Support professional is sought to support and enhance enterprise applications within a large, complex IT environment. You’ll take a lead role in application support, incident and problem management, integrations, and upgrades—with a focus on service quality, user experience, and technical resilience.
This role is ideal for someone with experience in system support, implementations, and release processes, who brings strong technical capabilities and excellent stakeholder communication skills.
Key Responsibilities

• Maintain and improve application support processes, SLAs, and service levels.
• Manage incidents, investigate root causes, and coordinate effective resolutions.
• Drive system upgrades, migrations, and other technical debt projects.
• Coordinate testing and release activities across platforms.
• Provide second/third-line support across multiple enterprise applications.
• Assess and implement change requests in alignment with service management principles.
• Support data governance, service design, and compliance processes.
• Engage with cross-functional teams and end users to ensure positive service delivery.

Experience & Skills Required

• Proven application support experience, ideally within complex enterprise environments.
• Strong working knowledge of Linux, Python, XML (Perl, HTML, CSS, VBScript, JavaScript a plus).
• Understanding of academic or public-facing library systems (e.g., Alma, Primo, E-Prints) is advantageous.
• Skilled in problem-solving, technical diagnosis, and proactive service improvement.
• Experienced in change and release management, including testing and deployment.
• Excellent communication skills, with the ability to engage technical and non-technical stakeholders.
• Awareness of equality, accessibility, and sustainability in technology delivery.