Support Manager

My client is looking for a Support Manager who enjoys owning complex systems leading smart people and solving real operational problems.
This role sits at the intersection of software customers and operations where uptime actually matters.
If you thrive in fastpaced environments and want visible impact this role delivers.

My client develops and supports operational software used daily in highpressure environments such as logistics warehousing manufacturing and exportdriven operations. Their platforms are missioncritical when systems go down operations stop.
The Support Manager will lead a national support function made up of inoffice staff and distributed area support agents. This is a handson leadership role responsible for ensuring customers receive timely professional and effective support across the full software suite.

Key responsibilities include:
Leading mentoring and developing a highperforming support team
Owning helpdesk operations workflows queues escalations and service levels
Managing afterhours support coordination and operational readiness
Handling highpriority incidents and customer escalations personally when required
Working closely with Development QA Product and Operations teams on defects releases and production issues
Analyzing support trends recurring issues and operational bottlenecks
Improving support processes documentation and escalation procedures
Acting as the voice of the customer internally to improve product stability and customer experience
This is not a callcenter role. Its an operational leadership position for someone who understands how software behaves in the real world.

Skills & Experience:
5 years experience in customer support or software operations
Minimum 3 years experience managing support or operational teams
Experience working within a software company environment
Strong understanding of operational software support workflows and escalation management
Comfortable working with developers QA teams and software release cycles
Strong leadership communication and decisionmaking skills
Ability to manage multiple priorities in a fastpaced highpressure environment

Qualification:
Relevant experience is prioritised. A technical or operational background within a software environment is advantageous.


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