Application Support Manager

As theApplication Support Manager, you will be responsible for overseeing the maintenance, support, and optimisation of the firm's business applications, ensuring that they run smoothly and effectively to support their legal professionals. You will manage a team of specialists, work closely with internal stakeholders to identify and resolve application-related issues, and collaborate with vendors to implement new solutions.

Key Responsibilities:

• Lead and manage the Application Support team to provide timely and effective support for all business-critical applications.
• Ensure the availability, performance, and security of applications, including practice management software, document management systems, and other legal-specific tools.
• Coordinate with various departments to understand their application needs and provide solutions to improve productivity and efficiency.
• Develop and maintain application support processes, documentation, and training materials for end-users.
• Act as the primary point of contact for escalated application issues and manage their resolution within agreed SLAs.
• Collaborate with third-party vendors to manage application upgrades, patches, and changes.
• Conduct root cause analysis for recurring incidents and implement proactive measures to prevent future occurrences.
• Work closely with the IT Security team to ensure that applications comply with data protection and cybersecurity policies.
• Participate in IT projects, providing expertise on application integration, deployment, and testing.
• Prepare regular reports on application performance, support activities, and team performance for senior management.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support, with at least 2 years in a managerial or team lead role, preferably within a law firm or professional services environment.
• Strong knowledge of legal applications (e.g., iManage, Elite 3E, Aderant, NetDocuments, or similar).
• Experience managing a team and driving continuous improvement in support processes.
• Excellent problem-solving skills with the ability to prioritise and manage multiple tasks.
• Familiarity with ITIL processes and best practices.
• Strong communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Ability to work under pressure and handle complex issues in a fast-paced environment.