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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Lead - **Company:** Slater & Gordon LLP - **Location:** Liverpool, UK - **Experience:** Expert - **Salary:** £23,150.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Software Applications, Business Software, Business Process Modeling, Cloud Computing, Databases, Knowledge Management, Microsoft Office, Microsoft Operating Systems, Citrix Systems, QuickBooks (Software), SQL Databases, Zoho Office Suite, Aderant, Information Technology, Low-code, ManageEngine - **Published:** June 12, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=c4cbbab33d0a7d87 ## About the Role Do you have experience in QuickBooks?, * Detailed knowledge of key legal IT systems, including case management and finance platforms, Microsoft operating systems, Microsoft Office products, Citrix, and digital dictation systems. * Knowledge of cloud technologies and their practical business use cases. * Understanding of the consumer legal sector is desirable but not essential. * Ability to use SQL confidently for data analysis and troubleshooting. * Detailed knowledge of Service Desk management software. * Strong interpersonal, communication, and stakeholder management skills. * Ability to take ownership of issues and follow them through to conclusion. * Knowledge of ITIL principles is desirable, with Foundation-level certification preferred. * Experience managing small to medium-sized teams. ## Description As the Application Support Lead, you will lead a team of engineers responsible for the end-to-end management and resolution of application and database incidents and problems, ensuring timely and high-quality outcomes. You will oversee the team's workload queue, ensuring alignment with service level agreements and maintaining clear, accurate records within ManageEngine (ITSM tool). You will ensure effective prioritisation, consistent adherence to defined processes, and high levels of communication with stakeholders throughout the lifecycle of each request. The role requires a strong focus on service reliability, automation, and continuous improvement. You will identify and implement opportunities to streamline processes, reduce manual effort, and enhance operational efficiency. You will also ensure the team provides appropriate 24/7 support coverage for critical incidents impacting consumer-facing applications. Over time, the role will expand to include support for AI-driven capabilities, alongside ownership and governance of key low-code and platform services, including Microsoft Power Platform, Zoho applications, ShareDo, and Aderant. In particular, for ShareDo, there is a strategic aspiration to evolve the support engineer role towards Application Support Developers, enabling the team to resolve defects through the delivery of small, controlled changes. Responsibilities: * Maintain IT applications and services to ensure optimal performance, resilience, and service delivery. This includes customer enquiries, projects, administrative work, and new product or service releases. * Support recruitment activities for new IT team members. * Promote high levels of team engagement, wellbeing, and morale. * Support, develop, and coordinate the effective operation of business applications. * Contribute to planning for application scalability, configuration changes, and releases. * Work closely with internal teams and third-party vendors across the application supply, delivery, and support chain. * Manage escalated Service Desk tickets, incidents, and service requests alongside line management responsibilities. * Resolve escalated customer, supplier, and vendor issues in a timely and effective manner. * Develop and apply a strong understanding of customer and business needs. * Contribute to the development of service level agreements and the ongoing management of service level compliance. * Drive Service Desk participation in the firm's change management process. * Support service delivery by participating in the Change Advisory Board (CAB). * Apply problem management principles to ensure incidents are correctly triaged, linked, and analysed for trends and recurring issues. * Build and maintain effective working relationships with internal departments and external vendors. * Support and help drive the knowledge management process. * Assist in the creation, distribution, and analysis of operational, business, and financial reporting. ## Related Videos - [Reimagining app development with Low-code and AI](https://www.wearedevelopers.com/videos/1651-reimagining-app-development-with-low-code-and-ai) - [Coffee with Developers - Maria Apazoglou](https://www.wearedevelopers.com/videos/1209-coffee-with-developers-maria-apazoglou) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Intelligent Automation using Machine Learning](https://www.wearedevelopers.com/videos/157-intelligent-automation-using-machine-learning) - [From conversational job search to AI agents, must we reinvent recruitment?](https://www.wearedevelopers.com/videos/100252-from-conversational-job-search-to-ai-agents-must-we-reinvent-recruitment) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try)