Application Software Support Manager
Type: Permanent
Location: Remote Working
Salary: Up to £45,000pa
My client is 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:
1. Manage, grow, and develop a team of individuals (initially 4-5 people) to provide excellent break/fix support (and potentially upgrades) to a mission-critical software application in line with agreed SLAs.
2. Perform a support role within the team as well as being the manager.
3. Using existing skilled staff, and recruiting new, along with reviewing existing Support-Desk business processes and enhancing them to meet new needs, build a team that delivers a high level of client satisfaction when engaged in issues associated with their software solution.
4. Manage support services to be a profitable element of the business.
5. Manage the team within the required budget. Team may include Support Engineer, Developer, Tester, etc.
6. Facilitate communication between the team and the broader company (particularly customer managers and consultants).
7. Manage a team against SLAs for all customer trouble tickets and dynamically prioritize activities.
8. Analyze and report on issues, particularly where this may identify areas requiring re-work.
Key Skills:
1. Hands-on approach with skills in problem resolution and analytical skills; management of teams and budgets.
2. Excellent interpersonal skills and evidence of client interaction/management.
3. Analysis of individuals' needs in order to create coaching or training programs; either currently have or commit to Microsoft Azure training and accreditations.
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