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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.
