Support Function Leadership Role
* We are seeking a highly motivated Support Manager to lead and manage the ERP Support function.
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Job Description
The Support Manager will be responsible for ensuring the delivery of high-quality, customer-focused support services to our growing customer base. This includes leading a team of support analysts, managing support processes and SLAs, and driving continuous improvement across our support operations.
This role is critical in maintaining strong customer relationships, managing escalations, and ensuring a smooth transition of projects from delivery into support.
Key Responsibilities:
1. Team Leadership & Management:
o Lead, manage, and develop the Support Team (functional and technical analysts).
o Allocate support tickets and ensure workload is balanced and prioritised appropriately.
o Conduct regular 1:1s, performance reviews, and coaching for team members.
o Foster a collaborative and customer-first team culture.
2. Support Operations Management:
o Manage the day-to-day operations of the Support Desk, ensuring SLAs and response times are met.
o Oversee the triage, investigation, and resolution of customer issues.
o Implement and optimise support processes, procedures, and documentation.
o Maintain accurate records in our ticketing system.
3. Customer Relationship Management:
o Be the senior point of contact for customer escalations within Support.
o Ensure clear communication and expectation management with customers.
o Collaborate with the Delivery Team to ensure smooth project handovers into Support.
4. Continuous Improvement & Reporting:
o Monitor key support metrics and prepare regular reports for management.
o Identify recurring issues and work with internal teams to implement root cause fixes.
o Contribute to knowledgebase development and customer self-service resources.
5. Strategic Contribution:
o Work with the leadership team to define and evolve the Support service offering.
o Support the development of managed service offerings or support packages.
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Required Skills and Qualifications
Experience:
* 5+ years experience in a customer support or managed services environment, ideally within ERP or enterprise software.
* Previous experience managing a support or service delivery team.
Skills:
* Strong understanding of ITIL or similar support frameworks.
* Hands-on experience with Salesforce and Certinia PSA administration.
* Excellent communication and stakeholder management skills.
* Ability to lead, motivate, and develop a high-performing team.
* Strong organisational skills with the ability to manage multiple priorities.
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Benefits
We offer a competitive salary and benefits package, career development opportunities within an established and respected ERP partner, and a collaborative and supportive team environment.