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Application Support Team Leader

Please Note: The application deadline for this job has now passed.

Job Introduction

We’re looking for someone with extensive experience in IT application support to join our friendly and collaborative team as an Application Support Team Leader.

You’ll manage a team of Application Support Engineers and provide technical support for applications and software to end users and ensure robust, resilient, and secure applications are maintained and improved to comply with legislative requirements and business needs.

This role is based in our Civic offices but there will be an opportunity to work from home up to two days a week, subject to business need.

Main Responsibility

  • Manage a team of Application Support Engineers to support and maintain the city council’s application portfolio which underpins the activities of all ICT users in the council. 
  • Confident in dealing with support calls that are more complex, urgent or involve longer pieces of work, as well as managing a number of in-depth projects.
  • Own, manage and resolve support calls to fix incidents and deliver service requests within agreed service levels.
  • Scope, plan and deliver medium-sized projects relating to applications to meet customer expectations and maintain/develop the application portfolio.
  • Create and improve application documentation to increase understanding of the applications and to share knowledge within the team.
  • Identify and implement solutions for reducing support demand from customers into the IT department.
  • Contribute to work managed by other IT teams to ensure that future support needs are identified, captured and transferred into the Application Support Team.
  • Manage relationships with customers and suppliers to improve communication and understanding of business needs/technical requirements.
  • Maintain knowledge of industry trends and developments in relation to core applications so as to provide advice and guidance on how best to develop their use within Milton Keynes City Council.

The Ideal Candidate

  • Demonstrable experience of managing a team to help team members reach their full potential.
  • Extensive demonstrable technical experience in supporting IT applications (including pro-active monitoring and improvements to reduce the amount of support needed) working within agreed service levels.
  • Experience in scoping, planning, managing and delivering medium-sized IT projects, such as complex (multiple business areas and/or integrations) application upgrades.
  • Can communicate clearly and effectively.

Package Description

​We are really proud of the benefits we are able to offer our staff here at Milton Keynes City Council, including:-

  • Local Government Pension Scheme, considered to be one of the best employer contribution rates of 18.8%.
  • 28 days annual leave per year in addition to statutory and public holidays, rising to 32 days after 5 years.
  • Holiday Purchase Scheme.
  • Our Professional Development Centre provides access to courses such as in-house management development programmes endorsed by the Institute of Leadership, coaching and mentoring and access to our Smarter Learning portal
  • Cycle to Work Scheme.
  • Health Cashplan.
  • MK Advantage benefits package – a range of savings on a wide range of retail, leisure and entertainment products and services such as Pizza Express, M&S, B&Q, John Lewis and Arriva Travel.
  • Blue Light Card - Employees working within Social Care can qualify for a range of discounts from national retailers to local businesses in a wide range of categories including holidays, cars, days out, fashion, gifts, insurance, phones and much more!
  • SmartGo – Aimed at encouraging low-carbon transport and healthy lifestyle with discounted travel e.g. Halfords, Arriva, Europcar, National Railcards and Stagecoach.
  • Homebuy Scheme (for eligible roles).
  • Smarter working which provides the opportunity to work from various locations including from home for a proportion of your role (subject to business needs).
  • A full range of family friendly policies including enhanced Maternity, Adoption and Paternity entitlements.
  • Childcare Subsidy.

About The Organisation

Milton Keynes is a diverse, welcoming, and expanding place, built on smart ideas with even bigger plans for the future. We have world class attractions, beautiful open spaces, and a great standard of living.

Milton Keynes City Council is one of the largest employers in the region, making a difference every day for local people. We’re responsible for all local government services in MK including education, housing, highways, and social services - around 240 services in all.

Our values are to be dedicated, respectful, and collaborative. If this sounds like you, join us for a stimulating and fulfilling career measured on results, and a rewarding work-life balance.

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