To be discussed
Contract Type
Contract Type
Full Time


The Lead Application Support Analyst is responsible for managing a team of Application Support Analysts. Having overall responsibility for the work produced by their team, the role combines management activities with Application Support Analyst duties.

Working for the Service Support Manager, the Lead Application Support Analyst is responsible for supporting the delivery of excellent customer service to Utiligroup clients and has responsibility for managing a team of Application Support Analysts including the management and planning of the team’s workload and ensuring delivery of all required activities.

The Lead Application Support Analyst will have previous experience of managing a team, will be calm under pressure, adaptable to changing priorities and will have a strong sense of accountability and a determination to deliver excellent customer service.


As the Lead Application Support Analyst you will be responsible for managing a team of Application Support Analysts. You will be responsible for overseeing and reviewing work produced by the team and providing overall direction to the team. Specific responsibilities will include:

  • Responsible for managing and developing a team of Application Support Analysts
  • Responsible for your team’s delivery of service to customers within SLA for incident response and resolution
  • Perform the role of Major Incident Manager and manage incident resolution and escalations in accordance with agreed processes
  • Taking responsibility for the work you and your team produces
  • Manage ITIL based service support processes
  • Be responsible for the delivery of quality
  • Manage workload and priorities for your team, highlighting points of contention and risk to the relevant stakeholders
  • Participate in project work, with overall responsibility for the delivery of your teams work to scope, quality and timelines.
  • Keeping up to date with team’s progress and workload, providing reports and updates into your manager and relevant stakeholders
  • Managing and developing knowledge with the team
  • Participate in the recruitment process for your team and work with other teams leads to recruit as required
  • Working with your team, peers and management to drive continual service improvement and efficiencies in the operation
  • Ensure your team are integrated with the wider teams, ensuring consistency of process and approach
  • Be flexible in your approach to the role and task completion and when applicable ‘step in’ or ‘step up’ to other roles/positions that may need support
  • Comply with internal systems, procedures and processes and ensure that the team comply with these

As Lead Application Support Analyst you will also be required to be hands-on with Application Support and Service Desk activities including:

  • Investigation and resolution of incidents
  • Installation and configuration of applications
  • Investigate complex issues, identify and implement solutions to new and re-occurring problems in the deployment of applications

Qualifications & Experience

  • 2+ years’ experience of managing a team
  • Experience of working in ITIL v3 environment
  • Previous work experience in deploying and configuring software applications and working on a busy supply side service desk.

About You

  • Ability to manage a busy team
  • Calm under pressure
  • Conscientious with a strong sense of pride and accountability
  • Good problem solving techniques
  • Customer focused
  • Excellent written & verbal communications
  • Excellent interpersonal and team working capabilities
  • Excellent Customer Service skills including customer-facing
  • Able to take responsibility and motivate team members in difficult or stressful situations

Other Responsibilities

  • Familiar with ISO 27001 & the process of ISO 27001 audit and compliance
  • ISO Responsibilities
  • ISO Staff Awareness
  • Follow IMS Policies
  • Reporting of Incidents