Application Support Manager

Posted 05 February 2020


Application Support Manager

Salary £35,000 - £45,000 per annum

City & County Healthcare Group is one of the UK’s largest providers of community-based social care services. Every day, our companies support tens of thousands of people with care needs to continue living independently at home.

Due to expansion, our Digital Transformation Team are looking for an Application Support Manager to manage and support all existing and future IT / business applications and systems that are both supportive and business critical. The breath of systems used at City & County Healthcare ranges from Time & Attendance, BI Tools, Electronic Care Planning / Medication Management Systems, and E-Learning Management platforms through to existing bespoke recruitment, VOIP, payroll, and finance products, with further applications coming online in the near future.

The role will focus on the management of a team of application support administrators while taking managerial ownership of our application portfolio. This portfolio is critical to the operating business and this role will be pivotal to driving business change, data analysis, end user experience, support, and system management.

The team managed by this role is a direct customer facing support team that participates in project delivery and system development equally. The day to day support delivered by this team will be critical to closing tickets escalated from the IT Service Desk and responding directly to end user needs where required. The team will be responsible for defining and managing to support processes across the IT and operational departments and will be held accountable for reducing support queues and requests accordingly.

Through managing the team of Application Support Administrators, this role will also be expected to support strategic plans for application design, deployment, and development in both detailed and timely ways. The team will also being a contributing factor to the Continuous Improvement of the applications in our portfolio, working as an independent team and alongside several other departments, projects and stakeholders in a structured project environment where required.The role and team will help tie together the end user experience on all IT systems and will be responsible for documenting and communicating how the systems will work together to deliver practical usability and understanding for all users at all levels of the business. This includes training documentation and support guides etc.

Customer Service is a key driver for the Application Support Team and a firm part of this role. The Application Support Manager will lead by example by hosting multiple support forums and other focus groups across the organisation, delivering customer facing analysis and data. The Application Support Manager will be the face of the applications to the end users within City and County Healthcare. The role will also interface with key system vendors and will be responsible for escalating, managing and delivering support / changes alongside these vendors when required.

Working closely with our Operations, System Configuration, Delivery Assurance and Business Support Teams you will ensure that system maintenance and continuous improvement of the applications / systems/ platform is completed successfully and that documented knowledge base articles and other resources are maintained. You will also be responsible for arranging training, broadening the teams knowledge, increasing their experience, and executing their day to day responsibilities.

This individual will apply proven communication, staff management, leadership, analytical, and problem-solving skills to help maximize the benefit of IT system investments. The role will have a high level of responsibility for responding to the business needs in and out of normal working hours with on-call availability where needed.

You will be joining a team who are passionate about learning and development opportunities, are very motivated and commited to delivering excellent customer service to our companies, to enable them to have the right IT to provide care in our communities.

If you have the skills and are looking for a new role in a fast paced, growing organisation, then we would really like to hear from you.

 

PERSON SPECIFICATION

  • Confident and natural leader with an inspiring quality
  • Excellent analytical, mathematical, and creative problem-solving skills.
  • Excellent written and oral communication skills.
  • Excellent listening and interpersonal skills.
  • Logical and efficient.
  • Keen attention to detail.
  • Organised and adept at working to tight deadlines in a fast-moving environment
  • Ability to conduct research into systems issues and products as required.
  • Ability to drive change throughout the business in a timely and effective manner
  • Confident and professional speaker. Able to hold the attention of a room.
  • Excellent stakeholder management, across all levels.
  • Highly self-motivated and directed.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Able to maintain pleasant relationships with colleagues, direct reports and upper management at all times even during high stress incidents and periods.

 

City and County Healthcare Group are an equal opportunities employer.


Contact information

Jane Anning

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