Application Support Manager

Gateshead, Tyne And Wear
Baltic Recruitment Services Ltd

Baltic Recruitment are delighted to be supporting a distinguished market leader renowned for delivering advanced digital solutions for power grids with their search for a Application Support Manager.

Overall Purpose:

• The Support and Maintenance Manager is responsible for ensuring the seamless operation, support, and upkeep of our software and hardware systems.
• This role serves as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.
• The ideal candidate will possess strong organisational skills, technical expertise, and a proactive approach to problem-solving.

Key Duties:

Support Coordination:

• Act as the primary point of contact for support
• Attend client and supplier meetings as the company’s support
• Triage incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
• Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.

Maintenance Management:

• Schedule and oversee contracted maintenance activities, ensuring minimal disruption to operations.
• Coordinate with suppliers and internal teams for system updates, upgrades, and
• Maintain accurate maintenance records

Problem Resolution:

• Investigate and resolve recurring issues by collaborating with cross-functional
• Analyse trends in support requests to identify opportunities for system or process
• Escalate complex problems to higher management or specialised teams as

Documentation and Reporting:

• Develop and maintain detailed documentation for support processes, system configurations, and maintenance schedules.
• Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
• Provide insights and recommendations based on data

Stakeholder Engagement:

• Attend stakeholder meetings as the company support
• Liaise with stakeholders to understand system requirements and ensure alignment with organisational goals.
• Communicate effectively with technical and non-technical teams to provide updates and gather feedback.

Key Requirements:

• BTEC HNC or higher in a relevant field (e.g., Electrical Engineering, Information Technology, or related discipline).
• Proven experience in a support or maintenance coordination.
• Strong technical aptitude with familiarity in systems/applications maintenance, electrical engineering, IT support, or similar domains.
• Excellent organisational and time management.
• Proficiency in using support ticketing systems and project management.
• Exceptional communication skills, both verbal and written.
• Experience in supplier management and contract negotiation.
• Ideally be with electrical substations and/or distribution.
• Background in data analysis and reporting.

The Package:

• 55,000 – 65,000 per annum depending on experience.
• Office based role, however some hybrid working is possible.
• Holidays: 25 + English bank holidays.
• Annual bonus potential.
• Pension.
• Death in Service.
• Additional benefits.