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Application Support Lead

Requisition ID:  24942

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  05-Jan-2023

We are a world-class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: In the region of £48,000


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within five working days of your application to advise you of the shortlisting outcome.


The Role


Over the last two years, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We're growing significantly and we've created new opportunities and made changes to how we work.


Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.


Working in the Application Support Team, working alongside the team manager, you will provide technical leadership to a team of analysts working in a hybrid office/home setup. The team oversees a large and varied number of applications which support the running of the University, as well as applications which support teaching, learning and research. Due to the nature of the role and the skillset it requires, we are seeking someone from a technical support background, rather than software development.


You will have extensive technical support experience, primarily within a second or third line capacity. You will have an extensive knowledge of server administration (Windows/Linux), database design, deployment and maintenance, and extensive experience installing and configuring software developed in-house or purchased, on servers, not end user devices. You should also possess knowledge of infrastructure, networking, desktops, and printers. Scripting experience is vital to enable the delivery of task automation and continual service improvement.


This role involves working with customers and other IT teams, so customer service experience is required. You will provide technical leadership and training to the team to enable them to close skills gaps and deliver the high levels of service that are required. You should be comfortable working on multiple unrelated tasks throughout the day as you support the team and their applications and training needs.


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.


Informal enquiries may be made to Ian Smith, Application Support Manager via email  

Key Accountabilities

  • Design, integrate, administer and manage enterprise level, cloud, SaaS, hybrid and server-based applications on Windows/Linux operating systems
  • Design, administer and manage application databases to ensure continued integrity of the data and efficiency of the related systems
  • Design and development of new applications and new functionality to enhance and augment existing applications using a mixture of development tools and methodologies
  • Lead business analysis and consultation phase prior to any tendering process or product purchase
  • Gather requirements from stakeholders, and design, implement and maintain IT solutions to meet those requirements. Ensure all systems are resilient and highly available. Perform regular disaster recovery testing of critical systems and report to University audit committee
  • Ensure working knowledge of all systems and services provided by the application support team is maintained, to perform incident management, root cause analysis of problems, and continual service improvement
  • Maintain awareness of current cyber security threats and implement technologies to strengthen the University’s cyber security posture
  • Act as a senior application support SMEs and use this knowledge to deliver excellence in operational support, project and change delivery and help in defining the future strategy to assist the team manager in delivering the overall service
  • Act as a deputy to the team manager if required and take responsibility for management of tasks and activities allocated to them by their manager
  • Act as a coach and mentor to other members of the team, share their knowledge and help to build up the capability of the team overall
  • Engage with stakeholders across NUIT and the University to build and maintain good working relationships and ensure there is a clear understanding of University requirements within the team
  • Act as a trusted advisor, building robust and collaborative relationships with other IT and University leaders to develop a clear understanding of business needs
  • Lead on any project or change related activity as part of wider IT or University project teams
  • Be responsible for developing best-practise policies, standards, procedures and guidelines, guided by Newcastle University IT standards and other stakeholders
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person

  • Extensive technical background in our core technologies including physical, virtualised, SaaS and hybrid application delivery, Windows, LINUX/LINUX like, Azure cloud services, SQL database management, Windows and LINUX/LINUX like user administration
  • Experience of supporting and delivering application support in a similar sized, complex, and geographically diverse organisation
  • Experience of working with third party vendors and delivering effective platforms and services using their services
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • Experience of working with multiple support and resolver groups across a wide variety of technologies
  • Able to demonstrate focus on customer needs
  • Experience of working with information security teams and other governance groups to ensure that University assets are protected from internal and external attacks. A working knowledge of cyber security processes and practices is essential

Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.