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Application Software Support Manager

Perm

Remote Working

Up to £45,000pa

My client are seeking to recruit a support manager to head up a team with the role of supporting a mature base of existing clients and a mission critical application for a recent major client.

Key Responsibilities:

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To manage, grow and develop a team of individuals ( initially 4-5 people) in order to provide excellent break/fix support (and potentially upgrades) to a mission critical software application in line with agreed SLAs.

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To perform a support role within the team as well as being the manager.

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Using existing skilled staff, and recruiting new, along with review of existing Support-Desk business processes and enhancing to meet new needs, build a team who deliver a high level of client-satisfaction when engaged in issues associated with their software solution.

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Manage support services to be a profitable element of the business.

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Manage the team within the required budget. Team may include Support Engineer, Developer, Tester etc.

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Communication between the team and the broader company ( particularly customer managers and consultants)

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Manage a team against SLAs for all customers trouble-tickets and dynamically prioritise activities.

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Analyse and report on issues, particularly where this may identify areas requiring re-work.

Key Skills:

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Hands-on approach with skills in problem resolution / analytical skills Management of teams and budgets

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Excellent interpersonal skills and evidence of client interaction / management

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Analysis of individuals needs in order to create coaching or training program. Either currently have or commit to Microsoft Azure training and accreditations