Software & Systems Support Manager

A Software Support Manager is sought by an expanding Technology company to lead their Support function for class-leading software systems for the Energy sector

Your key responsibility will be to ensure the seamless operation, support, and upkeep of our software and hardware systems. serving as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.

The role carries with it a mix of hands-on and strategic responsibilities designed to enable the growth of the support function as the company's customer base continues to grow. These will include: -

• Act as the primary point of contact for support requests, triaging incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
• Attend client and supplier meetings as the company's support representative. Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
• Schedule and oversee contracted system maintenance activities, ensuring minimal disruption to operations
• Investigate and resolve any recurring issues by collaborating with cross-functional teams and analyse trends in support requests to identify opportunities for system or process improvements.
• Develop and maintain detailed documentation for support processes, system configuration, and maintenance schedules.
• Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
• Provide insights and recommendations based on data analysis.
• Attend stakeholder meetings as the company support representative
• Communicate effectively with technical and non-technical teams to provide updates and gather feedback.

To succeed in this role you will need a good background in Software Systems and have a HNC or higher in a relevant field (Information, Technology, Electronics, Controls Systems or Electrical Engineering preferred). You will need proven experience in a support or maintenance coordinator or management role and have a strong technical aptitude with familiarity in systems maintenance, electrical engineering, IT support, or similar domains.

Excellent organizational and time management skills are essential as is a proficiency in using support ticketing systems and project management tools. Exceptional communication skills are essential. Good data analysis skills would be beneficial as would experience of supporting software with an engineering, manufacturing, automation, controls or energy based application. Strong attention to detail with a customer-focused attitude is essential

Good benefits package and personal develoment opportunities available

If you are interested in this exciting opportunity please call Adam Jones at Major Recruitment or click Apply Now and send your CV

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