Application Support Lead

Application Support Lead

Closing Date: 28/09/2025

Location: Brighton

Salary: £31,720 – £39,520

Our client is more than just an educational institution – they are a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, they offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Their commitment to excellence in creative arts education sets them 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 client’s core application support function. This pivotal role ensures their staff are well supported when using their 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 their 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 Our Client

They are a values-led organisation, meaning their core values underpin all that they 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

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

They are committed to promoting the safety and welfare of their 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 client’s careers website to complete your application.