Job Vacancy Application Support Manager (Security Clearance)

In this role, you will lead a skilled second-line support team responsible for the stability, performance, and continuous improvement of business-critical applications supporting national healthcare operations. You’ll ensure all incidents and service requests are resolved swiftly, balancing hands-on technical expertise with effective leadership to maintain operational excellence.



You will act as the key escalation point for complex technical challenges, guiding investigations, collaborating with internal technical teams and third-party partners, and embedding a culture of accountability and service excellence. You’ll also champion knowledge sharing, ensure compliance with governance and security standards, and contribute to strategic service improvement initiatives.



Key responsibilities:



Lead & Inspire: Manage and motivate a high-performing second-line application support team, promoting technical excellence and collaboration.



Deliver & Resolve: Oversee incident, problem, and service request resolution to maintain system stability and user satisfaction.



Analyse & Improve: Lead root-cause analysis and implement continuous service improvements.



Collaborate & Communicate: Liaise with internal stakeholders, technical specialists, and external vendors to coordinate effective issue resolution.



Monitor & Report: Track service performance metrics and provide insightful reporting to senior leadership.



Govern & Comply: Ensure all activity aligns with governance, compliance, and security standards across the programme.

Required qualifications to be successful in this role

You will bring proven experience managing technical application support teams within complex, secure, or business-critical environments. A strong background in incident, problem, and service management, combined with excellent communication and leadership skills, will ensure your success.



Essential qualifications and skills:



Extensive experience leading 2nd line or application support teams.



Strong technical background with hands-on troubleshooting and analysis skills.



Proven ability to manage major incidents and complex escalations.



Deep understanding of ITIL-based service management principles.



Strong stakeholder management and communication skills.



Experience within secure, compliance-driven, or critical service environments.



Willingness to travel occasionally to Leatherhead, Reading, or Chippenham.



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