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Job Role: IT Application Support Manager 

Location: Based in any of our Offices 

Salary: £45,000 - £50,000

Job Sector: IT

Hours:   (35 hours per week)

As the IT Application Support Manager, you will contribute to our vision of being the UKs favourite property manager by:

  • Leading and developing the Applications team to become an enabling team who support colleagues and partners across FirstPort
  • Ensure successful transition of digital transformation outputs to operations and support
  • Developing processes and establishing relationships to promote IT as a key business partner for the business

This role reports to the Head of IT Operations and has a team of 7 direct reports.

Main Responsibilities

  • To support the IT operation and oversee the provision of business systems through a responsive and proactive approach to all tasks, with a focus on end user satisfaction and diligent change process
  • Provision of 2nd line application support to all tickets escalated from 1st line: diagnosing, troubleshooting, resolution of incidents and requests, escalations to 3rd line support where necessary
  • Line management responsibilities with a focus on driving high performance through effective performance management, coaching and development planning
  • Support in the management of key suppliers, partners and 3rd parties including support and maintenance agreements, licensing optimisation, and service reviews, where necessary
  • Ensure successful transition of digital transformation outputs to operations and support, ensuring the team is prepared to effectively support as services become live
  • Effectively collaborate with other operational teams and managers to increase knowledge sharing within the team and reduce single points of failure and other operational risks
  • Influence the direction of software and application rollouts and upgrades for the organisation by utilising strong technical understanding of software systems
  • Identify opportunities to drive value and improve the performance of the existing and future applications.
  • Create, monitor, and report performance against SLAs / KPIs to Head of IT Operations. Regularly reviewing incidents, requests and problems with your team, and working with colleagues to identify patterns and trends to identify service improvements which will improve services to end users
  • Drive a ‘Documentation Culture’ building our repository of Service and User Guide documentation.

Skills and Experience

  • Significant experience leading technical support team(s) gained within a reasonably large organisation, with the ability to build, lead and motivate teams
  • A good understanding of ITIL, cloud technologies (SaaS), networks, application systems, and have come from a technical background
  • Good operational knowledge of CRM cloud services - including Salesforce.
  • Proven ability to plan, manage and deliver small to medium sized projects, prioritising resources based on BAU demand and business requirements
  • Outstanding verbal and written communication, possessing first-class customer service skills with a can-do attitude.
  • Proven experience working in a fast-paced and pressurised environment
  • Flexibility to cope with an ever-changing workload and availability of resources
  • Passionate about coaching others on how to meet customers' needs, improve services and achieving results
  • Passionate and committed leader who can motivate, encourage and communicate with direct reports, partners and colleagues at all levels
  • Self-motivated with a demonstrated ability to proactively present ideas, suggestions and solutions to identified problems to ensure continuous improvement

Our Values

Friendly – We look out for people’s best interests and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments

About Us

FirstPort is the UK’s leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.

We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.