Software Support Manager

Gillingham, UK
30 Aug 2019
07 Sep 2019
Contract Type
Full Time
* An opportunity to work for a leading company within their sector
* With Career Progression Opportunities
* And working with the latest technologies advances

Location: Gillingham

Salary: £70,000.00 basic plus annual company bonus and £5000 car allowance

Our longstanding client is looking for a talented Software Support Manager to lead its busy UK Client Software Support Department.

Our client is the World's leading dental software solution provider. They are a household name within their industry, providing software solutions to Dental Practices in 131 territories Worldwide.

The dental software is a full dental practice management system that ensures patient retention, and helps to increase business performance.

The successful candidate will want to push forward in ensuring they continue to increase our clients market share (which is currently already 50%) and take their product to the next level. We want a person who can strategise and be knowledgeable in the latest of technologies in order to ensure that our client continues to increase their market share and continue to stay ahead of their competition.

About the Role:

* To be a great Leader who will motivate a team of 47 heads and 5 Team Leaders within the department.
* Execute and implement a Support Strategy that ensues great client relationships are maintained
* Strategically forecast, plan trends affecting the department and be able to drive change to get results
* Be able to be a visionary, constantly looking at what's next? .. .To be ahead of the businesses competitors
* Be able to work to KPI's whilst maintaining GDPR compliance throughout the business
* Actively promote and continually enhance the support function , looking to reduce the total cost of ownership.
* Assess skill gap and create training matrix to ensure support staff are properly trained
* Ongoing recruitment, and holding 1-2-1's and annual reviews within the department.
* Be able to handle high level customer escalations, and being a level of support for your Team Leaders
* Working with other Head's of Departments to collaborate and ensure alignment on strategy and vision for the company
* Ultimately being accountable for your teams performance, being an advocate of the business and a coach and mentor to all of your team

What We Need from You:

* 5 years plus Management Experience within a service (both internal and external) or technical department
* Success within product and or strategy development
* Evidence of improving team performance through efficiencies, methodologies or change environment
* Demonstrative evidence of where you have got your team to achieve results
* Ability to manage the entire customer life cycle from strategic planning to tactical activities
* A Strong understanding of support methodologies and products, best practices and KPI Management
* Capable of technical deep dives into reported issues, networking, operation system and applications

Technical Knowledge is desirable - specifically;

Latest Windows server OS (server 2012, server 2016, Firewalls)
Basic level networking understanding & troubleshooting
Command prompt (ping, telnet, route print, ipconfig, flush dns etc.)
Microsoft SQL & Microsoft Exchange Server
Terminal Services, Virtual machines
PC hardware / specifications (SATA, SSD,CPU, RAM etc)
Microsoft office (in particular word and outlook)

Software Products developed using:


The Benefits:

* Basic Salary up to £70,000 (dependent on experience)
* £5,000 Car Allowance
* Annual discretionary bonus (specific to personal targets and deliverables of up to 10%)
* Pension Scheme
* Private Medical Insurance
* 25 days Annual Leave plus Bank Holidays
* Opportunity to progress your career in a multinational company
* Ongoing Training - both hard and soft skills

Sound Interesting?

Candidates with previous experience or job titles including Software Support Manager, Support Manager, IT Manager, Senior IT Support, Support Team Leader, Customer Support Manager, Operations Manager, Service Support Manager; Head of Client Support Services, Technical Lead, CTO, Client Support Manager, IT Director, Business Support Manager & Head of IT, will be considered.

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