Application Support Lead

About us

The Department for Business and Trade (DBT) has a clear mission - to grow the economy. Our role is to help businesses invest, grow and export to create jobs and opportunities right across the country. We do this in three ways.

Firstly, we help to build a strong, competitive business environment, where consumers are protected and companies rewarded for treating their employees properly.

Secondly, we open international markets and ensure resilient supply chains. This can be through Free Trade Agreements, trade facilitation and multilateral agreements.

Finally, we work in partnership with businesses every day, providing advance, finance and deal-making support to those looking to start up, invest, export and grow.

The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support us in this mission. The team have been nominated three times in a row for ‘Best Public Sector Employer’ at the Women in Tech awards!

About the role

As an Application Support Lead, you will work in a dynamic, agile environment, reporting to the Service Stability Engineer, and working alongside other application engineers and other roles in DDaT, such as Delivery Managers, Business Analysts, DevOps engineers, Architects and Testers. You will be responsible for line managing and mentoring the first and second line technical support for various SaaS Applications across the department.

You’ll look for opportunities to improve process efficiency, identify new available features, make use of automations where possible and work with various teams when onboarding new applications. You’ll also be actively participating in improving the capability of the Application Support team, as well as presenting at Show and Tells to share new features to the team and stakeholders.

It would be beneficial to have knowledge of Microsoft 365 when starting the role but not essential.

Main responsibilities

You will:

• Manage the Application Support service desk to ensure that issues are being resolved in a timely manner within the SLA

• Serve as an escalation point for Service Desk technical and service-related issues

• Work with stakeholders to identify new solutions based on upcoming requirements

• Maintain technical roadmaps in Jira and monitor new features releases in applications

• Participate in testing and validation of solution designs, using automation where possible

• Organise training sessions for users and junior staff members

• Liaise with SaaS suppliers for any outages and escalations

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .