{"id":3331323,"url":"https://alion.io/job/scc-application-support-desk-manager","title":"Application Support Desk Manager","company":{"id":1791915,"name":"SCC","domain":"scc.com","url":"https://alion.io/company/scc-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eploy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":66000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"FinOps","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-10-27T07:55:04Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-28T12:05:41Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About The Role\nWe are actively building diverse teams and welcome applications from everyone.\nRole: Application Support Desk Manager\nLocation: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)\nContract Type: Permanent\nSalary Package: £50,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year\nHours: 9.00 am - 5.30 pm Monday - Friday\nInterview Process: 2-stage process\nWhy SCC?\nAn inclusive workplace\nExcellent package: solid basic and company benefits\nHybrid working & core hours in line with role requirements\nCareer development and life-long learning opportunities\nOpportunity to join Europe's largest privately-owned IT Company\nRole purpose:\nThe Application Support Desk Manager is responsible for leading and developing a team of Application Support Analysts that provide 2nd line support for critical business applications used across the organisation.\nThe role focuses on ensuring the effective delivery of incident, request, problem and service management processes across a portfolio of applications including:\nServiceNow\nMicrosoft Dynamics 365 Project Operations\nMicrosoft Dynamics 365 Field Service\nMicrosoft Dynamics 365 Customer Engagement (CE)\nMicrosoft Dynamics 365 Finance Operations (FinOps)\nMicrosoft Dynamics 365 Human Resources (HR)\nProprietary on-premise business applications\nThe Application Support Desk Manager will act as the operational leader for the team, ensuring high levels of customer satisfaction, strong service performance against SLA targets, effective escalation management, and continuous improvement of support processes.\nThe role serves as the key interface between Service Desk teams, end users, third-line resolver groups, application specialists, development teams, and business stakeholders.\nSecurity clearance or willingness to apply will be required for this role.\n\nKey responsibilities:\nTeam Leadership & People Management\nLead, coach and develop a team of Application Support Analysts.\nConduct regular one-to-one meetings, performance reviews and personal development planning.\nFoster a customer-focused, collaborative and high-performing team culture.\nManage team workloads, scheduling and resource allocation.\nSupport recruitment, onboarding and training activities.\nIdentify skills gaps and implement development plans to increase team capability.\nService Operations Management\nEnsure the effective management of incidents, requests and service issues assigned to the Application Support team.\nMonitor ticket queues and workload distribution to ensure SLA compliance.\nOversee major application incidents and service disruptions.\nEnsure correct prioritisation, categorisation and escalation of tickets.\nManage service performance against agreed KPIs and SLAs.\nAct as the escalation point for complex support issues.\nStakeholder & Customer Engagement\nBuild strong relationships with business stakeholders and key users.\nEnsure customers receive regular updates and clear communications throughout the incident lifecycle.\nDrive a culture of excellent customer service and responsiveness.\nRepresent the Application Support function in operational and service review meetings.\nManage customer expectations during incidents, outages and service improvements.\nThird-Line & Supplier Management\nCoordinate activities between Application Support Analysts and third-line resolver teams.\nEnsure effective handover of incidents requiring specialist investigation.\nWork closely with: \nFunctional Consultants\nApplication Specialists\nSoftware Developers\nExternal Suppliers and Vendors\nMonitor escalated tickets and ensure timely resolution.\nEscalate risks and recurring issues appropriately.\nProcess Management & Governance\nEnsure support processes align with ITIL best practices.\nMaintain and improve incident, request, problem and change management processes.\nDevelop and maintain support documentation, knowledge articles and operational procedures.\nEnsure consistent ticket quality and process adherence across the team.\nSupport audit, compliance and governance activities where required.\nContinual Service Improvement\nIdentify trends in incidents, requests and recurring issues.\nDrive root cause analysis and problem management activities.\nRecommend and implement service improvements to reduce support demand.\nPromote automation and efficiency opportunities where appropriate.\nProduce service reports and improvement plans based on operational metrics.\nService Reporting & Performance Management\nDevelop and maintain operational dashboards and service reports.\nMonitor and report on: \nSLA performance\nTicket volumes\nCustomer satisfaction\nResolution times\nEscalation rates\nBacklog management\nPresent service performance and improvement initiatives to management.\nKey Performance Indicators (KPIs)\nThe successful candidate will be measured against:\nSLA achievement levels\nTicket backlog levels\nTicket ageing\nService availability performance\nKnowledge article creation and reuse\nTeam engagement and development\nDelivery of continual service improvement initiatives\nReduction of recurring incidents\nSkills and experience:\nExperience\nProven experience managing an Application Support, Service Desk or IT Support team.\nExperience supporting enterprise business applications.\nExperience working in a multi-tier support model (1st, 2nd and 3rd line support).\nStrong understanding of IT Service Management principles.\nExperience managing operational service performance and SLAs.\nExperience dealing with business stakeholders and senior users.\nExperience leading service improvement initiatives.\nTechnical Knowledge\nStrong understanding of:\nMicrosoft Dynamics 365 applications, including: \nProject Operations\nField Service\nCustomer Engagement (CE)\nFinance Operations (FinOps)\nHuman Resources (HR)\nServiceNow platform\nIncident, Request, Problem and Change Management processes\nApplication support operating models\nKnowledge management principles\nManagement Skills\nTeam leadership and coaching\nPerformance management\nStakeholder management\nCustomer service excellence\nPrioritisation and workload management\nReporting and data analysis\nProblem-solving and decision-making\nDesirable Qualifications\nITIL Foundation or higher certification\nMicrosoft Dynamics 365 certifications\nServiceNow certification\nPrince2 Foundation or Agile certification\nExperience working within a service management environment supporting critical business applications\nPersonal Attributes\nThe successful candidate will demonstrate:\nStrong customer focus\nExcellent communication skills\nAbility to lead and motivate teams\nAnalytical and problem-solving mindset\nProactive and results-oriented approach\nStrong organisational skills\nCalm and structured approach under pressure\nCommitment to continual improvement\nAbility to build trusted relationships with technical and business stakeholders\n**Note - you must be SC cleared, or qualify to get SC clearance for this role.\nAbout Us\nSCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.\nWe are an equal opportunities employer\nSCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.\nIf you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.\nDiversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/\nSustainability at SCC - https://www.scc.com/sustainability-at-scc/\nLife at SCC- https://www.linkedin.com/company/scc/life\nSkills\nGeneral Companies - SCC, Services - Transformation","description_format":"text","description_chars":8285,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Systems Integrators","IT Resellers & VARs","IT Asset Disposition & Refurbishing"],"lifecycle":[{"event":"open","at":"2026-10-27T12:12:33Z"},{"event":"close","at":"2026-10-27T17:01:24Z"},{"event":"reopen","at":"2026-10-27T21:43:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/scc-application-support-desk-manager","json_url":"https://alion.io/job/scc-application-support-desk-manager.json","meta":{"generated_at":"2026-10-28T12:34:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16596,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1791915},"rest":"https://alion.io/mcp/rest/get_company?id=1791915"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscc-application-support-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscc-application-support-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscc-application-support-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scc-application-support-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscc-application-support-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3331323}},{"tool":"search_jobs","arguments":{"company":"scc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3331323},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}