Application Support Manager

This is a high-impact leadership role where you'll take ownership of a critical support function, driving performance, improving service delivery, and shaping how we support our customers at scale.

You'll lead a team of Level 2 and 3 analysts, working at the heart of our Customer for Life function, ensuring our customers receive a consistent, high-quality support experience. You won't just be managing performance-you'll be improving it, using data, insight, and feedback to continuously raise the bar.

This role offers real visibility across the organisation, working closely with Product, Engineering, and senior stakeholders. You'll play a key part in driving operational improvements, influencing how support integrates with the wider business, and ensuring we deliver against our SLAs and customer expectations.

If you enjoy leading teams, solving problems, improving processes, and making a tangible impact on customer outcomes, this role gives you the platform to do exactly that., * Lead and manage a team of Level 2 and 3 Application Support Analysts

• Monitor team performance against SLAs, using dashboards and support data to drive improvements
• Provide regular reporting and insights to senior management
• Mentor and develop team members, ensuring continuous upskilling across supported products
• Manage customer escalations, working cross-functionally to drive resolution
• Collaborate with Product and Engineering teams to resolve complex issues
• Identify and implement process improvements to enhance operational efficiency
• Drive consistent, high-quality communication with customers throughout issue resolution
• Conduct regular 1:1s and performance reviews
• Ensure quality assurance processes are followed across the team
• Use CSAT feedback to improve service delivery and customer experience
• Contribute to and lead Customer for Life initiatives and projects
• Deputise for the Director of Support when required
• Drive knowledge management improvements, increasing the quality and usage of knowledge base content

Do you have experience in Technical support?, * Proven experience leading application or technical support teams

• Strong leadership and people management skills
• Experience managing performance against SLAs and using data to inform decisions
• Strong stakeholder management across internal and external teams
• Excellent analytical and problem-solving skills
• Ability to work effectively under pressure
• Strong customer service focus, including handling escalations
• Excellent communication skills, both written and verbal
• Proactive, self-motivated, and able to work independently

Nice to have

• Understanding of the full product lifecycle
• Experience with customer service frameworks and complaint handling
• Familiarity with Salesforce Service Cloud or similar tools
• Strong interpersonal and conflict management skills

Pulled from the full job description

• Referral programme
• Annual leave
• Company pension
• Private medical insurance
• Car scheme, Time Off & Work-Life Balance

25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days! Days of Difference - Up to 3 extra days off for volunteering.

Financial Well-being & Security

Pension Contributions - 5% employer match to support your future. Income Protection - Up to 75% salary cover for long-term illness. Life Assurance - 4x salary tax-free lump sum. Critical Illness Cover - £25,000 lump sum (extendable to dependents).

Health & Perks

Private Medical Insurance - Fast access to private healthcare. Health Cash Plan - Claim back physio, therapies & more. Dental Insurance - Cover for routine & emergency care.

Electric Vehicle (EV) Scheme - A wide range of electric & hybrid vehicles. Affinity Groups - Join employee-led communities. Bounty Bonus - Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.   If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to central government, to education, to health and care, over 5,000 public bodies use our software to support more than 100 million citizens. Our aspiration is to be a GovTech champion everywhere we operate. With over 20 years of continued growth, we're at an exciting point in our journey-and we're looking for people who want to play a key role in shaping what comes next., There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit. Why You'll Love Working with Us As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities. We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect