Application Software Support Manager

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:

• 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.

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

• 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.

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

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

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

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

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

Key Skills:

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

• Excellent interpersonal skills and evidence of client interaction / management

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