Application Support Manager

Our client, a renowned fitness brand, has been recognized as one of the top 50 places to work by Glassdoor. With prestigious awards for best flexible working and mental health support, the company fosters a culture of innovation, creativity, and collaboration. Working in their stimulating environment is not only rewarding but also fuels passion for driving success and contributing to a healthier, happier world. They are currently seeking a Digital Operational Service Support Manager to provide Application Support for their digital platform.

Responsibilities:

As Digital Application Support Manager you will be working as a key component to ensure seamless digital service by supporting the platforms and applications, which serve well over 1m users each month as the membership base grows. The role will start out as a stand-alone role and the Application Support Manager will have the opportunity to grow the role over time and build on responsibilities. This includes providing a clear production incident process, troubleshooting technical issues and collaborating with stakeholders and partners. In addition, you will:

• Capture and process operational issues while reporting on the digital service status.
• Run point on digital production incidents and lead the team to a resolution.
• Hold a proactive approach to problem-solving that involves not only addressing current issues but also anticipating and preventing potential challenges before they arise.
• Promote collaboration and teamwork, both within the digital service support team and across different departments within the organisation.
• Convey production incidents and issues to team members, stakeholders, and executives, ensuring alignment and support.
• Identification and management of potential risks that could impact the digital service support function, with a focus on creating contingency plans and mitigating strategies.
• Work with multiple partners to achieve service level agreements and reviewing core support hours.

The ideal candidate will have 3-5 years of customer Application Support experience with strong technical acumen and an understanding of digital technologies, including software applications, websites, mobile apps and digital platforms. A solid understanding and hands-on experience of using JIRA and Freshdesk (or similar) to manage tickets and create dashboards is required. You must have a pro-active attitude toward operational efficiency, as well as the analysis skills to triage and communicate effectively with the wider team, liaising with both technical and non-technical stakeholders. This role could suit someone with a B2C background currently working in a 3rd Line or Application Support role, wishing to further their career or a Helpdesk Manager looking to build a new team in the future.