Position
Senior Application Support Specialist
Suitable for
Service Desk Team Leader, Senior Application Support Specialist, 3rd Line Support Analyst / Team Leader
Location
London (Kings Cross) - hybrid working - 4 days onsite, 1 day remote
Salary
£60,000 - £75,000
Sponsorship
Sorry, our client is unable to offer sponsorship.
The Role
We are partnered with a fast growing, mission driven healthcare technology organisation seeking a Senior Application Support Specialist to join their Delivery & Client Services function. This is a highly impactful role where you will operate as a subject matter expert across key product areas, taking ownership of complex support challenges and acting as a senior escalation point. You will work closely with Product and Engineering teams to ensure frontline feedback drives meaningful product improvements, while also playing a key role in developing the capability of the wider support team.
This position offers a clear pathway into team leadership, with opportunities to coach, mentor and help shape support operations in a high growth environment.
Experience Required
- Minimum 5 years' experience in an application support or service desk environment
- At least 2 years in a senior support position handling escalations or complex cases
- Strong experience supporting business critical applications
- Proven ability to diagnose issues, identify root causes and communicate solutions clearly
- Experience working with support tools such as Zendesk, Intercom or similar
- Ability to manage sensitive customer situations with professionalism and empathy
- Strong stakeholder management skills, including engagement with senior or clinical users
- Demonstrated experience coaching, mentoring or supporting junior team members
Technical Skills
- Experience supporting applications in cloud or hosted environments
- Strong analytical and troubleshooting capability
- Familiarity with incident management processes and structured support environments
- Understanding of support tooling, workflows and service optimisation
Desirable Skills
- Experience in healthcare, primary care or NHS related environments
- Exposure to regulated environments or formal incident management frameworks
- Experience in support quality or service improvement initiatives
- Team leadership or management experience, or an interest in moving into a leadership role
Key Responsibilities Application Support & Escalations
- Act as a 2nd and 3rd line escalation point for complex technical and functional issues
- Investigate and resolve high priority incidents to a high standard
- Participate in an on call rota providing out of hours escalation support
- Ensure continuity of service during peak periods or team capacity constraints
User Feedback & Continuous Improvement
- Analyse user feedback to identify trends and recurring issues
- Work closely with Product teams to translate insights into actionable improvements
- Ensure the customer voice is clearly represented in product development discussions
Team Support & Development
- Support onboarding and training for new team members
- Provide coaching and knowledge sharing across the support function
- Help raise the overall quality and consistency of support delivery
Operational Excellence
- Own and optimise support tooling and processes
- Lead incident management activities, including post incident reviews
- Monitor support quality and implement improvements to maintain high service standards
Working Pattern
- Hybrid working: 4 days onsite (London), 1 day remote
- Participation in an on call rota (additional compensation provided)
- Occasional travel for customer go lives and onsite support