Application Support Team Lead Job Description Template
Our company is looking for a Application Support Team Lead to join our team.
Responsibilities:
- Routinely perform system changes outside of the application itself;
- Manage their own case queue in line with Service Desk procedures;
- Escalate product defaults to the appropriate product development team;
- Day to day management, ensuring that staffing and skill levels are maintained throughout operational hours;
- Review daily priorities and take appropriate action to ensure results are achieved;
- Review product issues (bugs) and advise on relative importance/ impact/ priority;
- Perform technical tasks on Cloud and On-Premise customer systems;
- Escalate high priority issues to the Head of Customer Experience;
- To drive a culture of continual process improvement within the Application Support team and the wider Service;
- Attend product sprint reviews to keep up to date with product development and cascade info to the rest of team;
- Mentor and act as a coach for Application Support Consultants;
- Triage product issues and liaise with the Product teams as appropriate;
- Provide an escalation point to other teams within the organisation;
- Provide an escalation point for Service Desk Support Consultants;
- Update and propose new knowledgebase articles.
Requirements:
- Qualifications -professional certification for the management of service and support functions desirable (ITIL, Service Desk Institute) etc;
- Training – Experience/knowledge of healthcare IT or workforce management desirable;
- Analytical Thinking – Effective at acquiring an understanding of a problem or situation, and developing an approach to interacting with the situation;
- Applying standards – Effective in the application of relevant industry and process standards to all tasks undertaken.