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Head of Application Support

Staines, Middlesex, United Kingdom
Job ID: 43089


Head of Application Support


About us

Harmony is building the platform for modern partners. Our software delivers the freedom for VARs and MSPs to run their business the way want to across a variety of revenue streams, and gives leaders end-to-end visibility. Our customers span the globe from industry-leading companies who’s integrated PSA system drives their competitive advantage.

Harmony PSA is an Ingram Micro company. Ingram touches 80% of the technology you use every day with a focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, Ingram is the world’s largest technology distributor with operations in 64 countries, more than 35,000 associates and partnering with leading companies like Microsoft, AWS, Google Cloud, Dropbox, Docusign and 200 others. Harmony is one of the latest of 32 acquisitions since 2012


Job purpose

Are you seeking a role where you can take your career to the next level and be involved in a fast moving and rapidly growing technology sector?  Are you keen to work somewhere where you will be a valued core member of the team, and where your actions will make a real difference to the direction of the company and its product?


You will be working in our Staines office, but remote work may also be possible. You will work with your team of application support engineers providing best in class service to our customers while providing valuable insight back into the product lifecycle.


We are looking for a Head of Application Support with solid experience of working in the software space supporting complex enterprise systems, who knows how to run, manage, and report on a smooth-running support function.  The successful candidate will be able to design and manage their KPIs and will be reporting directly to the CTO of the organisation.


Main responsibilities 

  • Manage a team of first and second line support engineers
  • Design and monitor your help desk processes and reporting to stay on top of customer issues
  • Troubleshoot client issues through to conclusion utilizing domain experts and 3rd line engineering support
  • Dealing directly with customers where escalations arise, and working with customer success and engineering to help resolve these issues
  • Design and work on business integration and handover processes with our OOH team in India
  • Work with the documentation team to ensure that common customer issues and mistakes are identified and documented properly

The Skills and Experience You'll Need;

  • A history of working in [LR1][PS2]support for a sophisticated software platform
  • Experience of owning and running a successful and efficient service desk
  • Ability to design KPIs to track successful support activities and alert early if higher level issues are arising
  • Excellent ability to communicate complex concepts to customers and internally within the organisation
  • Excellent analytic and problem solving skills with a strong desire to get to the root of issues and drive a successful resolution
  • Experience and knowledge of the typical software delivery lifecycle
  • Any experience in CSS, HTML and SQL would be very helpful
  • Inspiring managerial and mentoring ability


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