Application Support Team Lead

Application Support Team Lead

Job Description

Our client, a global financial services organisation, is seeking an experienced Application Support Team Lead to oversee and evolve its application support capability within a shared services technology environment. This role is 4 days per week on site

Job Responsibilities

• Lead and shape the application support operating model across a portfolio of business-critical systems.
• Define and maintain application support processes, workflows, escalation paths, and documentation standards.
• Manage and coordinate internal support resources alongside third-party managed service providers.
• Establish, track, and report on service performance metrics, including SLAs and KPIs.
• Own vendor relationships, ensuring service quality, compliance, and continuous improvement.
• Collaborate with delivery and development teams to ensure effective transition of applications into support.
• Ensure appropriate monitoring, alerting, and support tooling is implemented and maintained.
• Drive root cause analysis and long-term remediation following major incidents.
• Promote automation and operational efficiencies within the support function.
• Work closely with the Service Desk to ensure a seamless and consistent end-user support experience.

Experience Required

• Minimum 7+ years’ experience in application support or IT service operations roles.
• Proven experience leading or managing an application support function.
• Demonstrable experience managing third-party or outsourced support providers.
• Strong background in IT service delivery within complex enterprise environments.
• Hands-on experience defining support frameworks, processes, and operating models.

Desirable Skills

• Familiarity with IT Service Management frameworks (e.g. ITIL or equivalent).
• Experience working in regulated environments, ideally within financial services.
• Knowledge of agile delivery methodologies and modern DevOps practices.
• Exposure to application monitoring, ticketing, and service management tooling.
• Strong stakeholder engagement and vendor negotiation skills.

Educational Requirements

• Bachelor’s degree or equivalent third-level qualification in Computer Science, Information Technology, or a related discipline.

Working Hours & Benefits

• Permanent role with a standard Monday to Friday working pattern.
• Flexible and hybrid working arrangements available.
• Competitive salary and comprehensive benefits package.