Application Support Lead

Application Support Lead

Closing Date: 28/09/2025

Location: Brighton

Salary: £31,720 – £39,520

At BIMM University, we're more than just an educational institution - we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

About the Role

As Application Support Lead you will oversee and strengthen our core application support function at BIMM University. This pivotal role ensures our staff are well supported when using our key technology platforms, most importantly the Student Information System and its related applications.

You’ll lead a small team, manage escalations, and act as a trusted point of contact for stakeholders across the University. Working closely with colleagues in Technology and beyond, you’ll play a key role in ensuring excellent service delivery, compliance, and continuous improvement.

What You’ll Do:

• Manage the day-to-day workload of the Application Support function, ensuring incidents and requests are triaged, prioritised, and resolved quickly.
• Line manage and support the Application Support Advisor, offering guidance, supervision, and development opportunities.
• Act as the escalation point for complex or high-impact issues, collaborating with superusers, SMEs, and third-party vendors.
• Monitor and maintain our helpdesk system to ensure accuracy, timely responses, and exceptional service.
• Work with stakeholders across Technology Operations, Cyber Security, and Data Governance to ensure compliance and secure handling of data.
• Oversee health monitoring of applications and maintain clear, up-to-date documentation for support processes.
• Identify trends in support requests and recommend proactive improvements.
• Produce clear reports on ticket management, risks, and successes for senior stakeholders.
• Support strategic initiatives around application reliability and be available for planned out-of-hours work during critical windows.

What You’ll Bring:

• Proven experience delivering application support in a complex, multi-system environment.
• Experience managing or supervising a small team or support function.
• Clear, confident communication skills with the ability to bring people together and maintain strong stakeholder relationships.
• Strong knowledge of service desk operations, including helpdesk/ticketing systems, and a track record of working with best practice in fast-paced environments.
• Experience within the education sector, particularly with Student Information Systems and the academic lifecycle.
• The ability to manage BAU change control, risk assessment, and escalations effectively.
• Excellent problem-solving skills, with a proactive approach and attention to detail.
• A collaborative, team-focused attitude, with integrity, accountability, and adaptability.
• Willingness to occasionally work evenings and weekends, and to travel to campuses where needed.

Why BIMM University

We are a values-led organisation, meaning our core values underpin all that we do:

Believe in Everyone. Challenge the Norm. Grow Together. Do the Right Thing. Own It.

In addition to joining a committed and dedicated team, you will have access to:

• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package

We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation.

We are committed to promoting the safety and welfare of our students therefore, all successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.

How To Apply

Interested in this opportunity, click apply and you will be redirected to our careers website to complete your application.