Position: Senior Application Support Specialist
Suitable for: Service Desk Team Leader, Senior Application Support Specialist, 3rd Line Support Analyst / Team Leader
Location: London (Kings Cross) – hybrid working – 4 days onsite, 1 day remote
Salary: £60000 – 75000
Sponsorship: sorry our client is unable to offer sponsorship
The Role
We are partnered with a fast-growing, mission-driven healthcare technology organisation seeking a Senior Application Support Specialist to join their Delivery & Client Services function.
This is a highly impactful role where you will operate as a subject matter expert across key product areas, taking ownership of complex support challenges and acting as a senior escalation point. You will work closely with Product and Engineering teams to ensure frontline feedback drives meaningful product improvements, while also playing a key role in developing the capability of the wider support team.
This position offers a clear pathway into team leadership, with opportunities to coach, mentor and help shape support operations in a high-growth environment.
Experience Required
- Minimum 5 years’ experience in an application support or service desk environment
- At least 2 years in a senior support position handling escalations or complex cases
- Strong experience supporting business-critical applications
- Proven ability to diagnose issues, identify root causes and communicate solutions clearly
- Experience working with support tools such as Zendesk, Intercom or similar
- Ability to manage sensitive customer situations with professionalism and empathy
- Strong stakeholder management skills, including engagement with senior or clinical users
- Demonstrated experience coaching, mentoring or supporting junior team members
Technical Skills
- Experience supporting applications in cloud or hosted environments
- Strong analytical and troubleshooting capability
- Familiarity with incident management processes and structured support environments
- Understanding of support tooling, workflows and service optimisation
Desirable Skills
- Experience in healthcare, primary care or NHS-related environments
- Exposure to regulated environments or formal incident management frameworks
- Experience in support quality or service improvement initiatives
- Team leadership or management experience, or an interest in moving into a leadership role
Key Responsibilities
Application Support & Escalations
- Act as a 2nd and 3rd line escalation point for complex technical and functional issues
- Investigate and resolve high-priority incidents to a high standard
- Participate in an on-call rota providing out-of-hours escalation support
- Ensure continuity of service during peak periods or team capacity constraints
User Feedback & Continuous Improvement
- Analyse user feedback to identify trends and recurring issues
- Work closely with Product teams to translate insights into actionable improvements
- Ensure the customer voice is clearly represented in product development discussions
Team Support & Development
- Support onboarding and training for new team members
- Provide coaching and knowledge sharing across the support function
- Help raise the overall quality and consistency of support delivery
Operational Excellence
- Own and optimise support tooling and processes
- Lead incident management activities, including post-incident reviews
- Monitor support quality and implement improvements to maintain high service standards
Working Pattern
- Hybrid working: 4 days onsite (London), 1 day remote
- Participation in an on-call rota (additional compensation provided)
- Occasional travel for customer go-lives and onsite support
Current rota for Product Specialists:
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Day
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Shifts
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Mon–Thu
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Two-shift pattern:
– 07:30–15:30 (early)
– 10:30–18:30 (late)
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Friday
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Single shift: 08:00–16:00
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Why Apply?
- Join a rapidly scaling health-tech organisation making a genuine impact
- Work at the intersection of Support, Product and Engineering
- Clear progression pathway into leadership
- Competitive salary and benefits package
- Collaborative, high-performing team environment
Full job description is available on request
To apply: Please follow the online application process and upload your CV
Please note: You must be eligible to work in the UK for your application to be considered (sorry, our client is unable to offer sponsorship). Due to large numbers of applications, unfortunately we cannot provide detailed feedback to everyone, however, if you wish to find out how your application is progressing, please call or e-mail the office and someone will help you / get back to you.
