Description Applications Support Manager Remote/Hybrid Our talented people are creating the technology of the future From scheduling to maintenance to keeping people safe, 2.7 million people are helped by our software daily. Technology makes it possible; people make it happen and you could be part of that. The Tracsis Group has grown rapidly, diversifying into related transport technologies, and successfully executing a strategy that has seen it make a total of seventeen acquisitions. Today Tracsis is a leading provider of software, hardware, data analytics/GIS and services for the rail, traffic data and wider transport industries. The Group has c.550 permanent employees serving its growing customer base from offices in the UK, Ireland and the US. The Role We’re looking for an Application Support Manager to lead and develop our Application Support function, delivering a high-quality, proactive, and customer-focused service aligned to our Customer Success model. This role combines operational leadership with continuous improvement, ensuring support services are stable, effective, and increasingly insight-driven. You’ll play a key part in transforming support from a reactive function into a strategic capability that contributes to customer satisfaction, retention, and growth. Working in line with ISO20000, ISO27001 and ITIL4 best practice, you’ll provide leadership across Incident Management, Service Requests, Problem Management, Change Enablement, and Major Incident Management. What you will do: Service Delivery & Operational Management Lead day-to-day support operations, ensuring incidents, service requests, and customer queries are managed effectively and in line with SLAs and contractual commitments Reduce reactive demand by identifying recurring issues and driving preventative improvements through Problem Management Oversee service performance, including monitoring, reporting, and SLA adherence Produce regular performance reporting (e.g. ticket volumes, telephony metrics, SLA performance) Coordinate high-priority incidents (P1/P2), ensuring clear communication and structured resolution across teams and customers Contribute to service prioritisation through cross-functional forums, aligning Support, Product, and Service teams Ensure a consistently high-quality customer experience, particularly during escalations and service disruptions Process Ownership & Governance Own and continuously improve ITIL-aligned processes, including: Incident Management Service Request Fulfilment Problem Management Major Incident Management Knowledge Management Work closely within a Support–Product operating model, ensuring customer impact is clearly communicated and prioritised Ensure compliance with ISO20000 and ISO27001 standards Maintain strong governance across documentation, knowledge management, and audit readiness Stakeholder & Customer Engagement Use support data and insights to inform customer health, identify risks, and support retention and growth Act as an escalation point, ensuring effective coordination while maintaining clear ownership across teams Build strong relationships with customers, commercial stakeholders, product teams, and technical teams Represent Application Support in service reviews and cross-functional meetings Ensure clear, consistent communication with customers during incidents and escalations Continuous Service Improvement Lead initiatives to: Reduce repeat incidents through root cause analysis Improve SLA performance through process optimisation Enhance overall customer experience Drive improvements in knowledge management and automation to increase resolution rates within Support Contribute to the wider IT Continuous Service Improvement (CSI) roadmap People Leadership & Development Lead, coach, and develop the Application Support team, building capability and technical knowledge Set clear goals and embed regular check-ins and performance reviews Foster a high-performing, collaborative team culture focused on accountability and continuous improvement Support the team in increasing L2 resolution and reducing dependency on Product teams What you'll bring: We’re looking for someone who brings a blend of technical support expertise, leadership capability, and a strong customer mindset: Proven experience managing an Application Support, IT Support, or Service Desk team Strong understanding of ITIL processes, with hands-on experience across incident, problem, and change management ITIL4 Foundation (or equivalent experience working within ITIL frameworks) Excellent communication skills, with the ability to engage confidently with customers and senior stakeholders Strong analytical and problem-solving skills, with the ability to guide teams through complex issues Experience using ITSM tools and structured support workflows Ability to manage competing priorities in a fast-paced environment Our Values Our values guide how we work together and make decisions every day. We’re looking for people who demonstrate: Progression, Integrity, Collaboration, and Ownership. Benefits: Flexible working hours to support work-life balance 25 days holiday bank holidays Competitive salary Udemy Licence for learning and development Bupa Medical Health care Life assurance (3x basic salary) Enhanced Parental Leave 2 volunteering days per year Tusker Car Scheme Cycle to work scheme Next Steps Our TA team are committed to responding to all candidates within a reasonable timeframe. The process: Call with our Talent Acquisition Team 1 hour Competency based interview Next Steps Our process is designed for us to understand your skills and experience and to give you the opportunity to find out more about the role, as well as the company. We are committed to building a diverse workforce. Even if you do not tick all the boxes, we would still love to hear from you! If you require any adjustments or additional support during the application and interview process do not hesitate to get in touch.