We have a job opening for a support manager to join our support team.

We are looking for an experienced support manager to manage and lead a team serving multiple complex software systems. This will include direct line management and technical and non-technical support.

What you will do:

• Line management of support engineers.
• Call customers monthly to review the priority order of requests and find out if anything is outstanding.
• Working with support engineers to ensure Azure DevOps is up to date.
• Conduct daily SCRUM with a support team.
• Hold a mid-month meeting with customers to see how things are going.
• Monitoring SLAs.
• Using reports to monitor the age of requests, the status of systems, etc.
• Communicating issues that need attention to the back office management
• Informing customers in advance if service times are exceeded
• Regularly update timesheets of support team members to ensure that client/project time is not inadvertently exceeded before notification/confirmation with the client.
• Be the gatekeeper for projects moving to the support team.
• Meet weekly with account managers to share knowledge.
• Monitor systems for potential problems.

Experience and skills:

• Understand the software development cycle.
• Previous experience in managing helpdesk or development teams.
• Have ITIL certification.
• Have a Dev ops approach to development.