IT Technical Software Support Manager
JOB_52840604644061Job type
PermanentLocation
Newcastle (Tyne & Wear)Working Pattern
Full-timeSpecialism
Software DevelopmentIndustry
Technology & Internet ServicesPay
£38,500
IT Technical Software Support Manager | Permanent | Newcastle
Your new company
A fantastic opportunity has emerged for an IT Technical Software Support Manager to become part of an organisation located in Newcastle.
Your new role
- Leading, supervising, and mentoring the 1st and 2nd Line customer service engineering team.
- Develop and implement customer service strategies, policies, and procedures to streamline support operations and enhance customer experience.
- Monitor and analyse customer support metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions.
- Coordinate with the development team to identify and resolve software bugs, provide workarounds, and communicate updates to customers.
- Maintain comprehensive knowledge of our software products, features, and functionalities to provide accurate and reliable support.
- Ensure that a robust internal induction and training programme is in place to support new team members, supported by the software training team.
- Recruit, train, and develop a highly skilled and motivated customer support team.
- Conduct performance reviews, provide constructive feedback, and identify development opportunities for team members.
- Foster a positive and collaborative work environment that encourages continuous learning and knowledge sharing.
- Create team schedules, manage workloads and resource allocation for optimal service delivery.
- Manage the customer case management, complaints, and technical issues handled by the team.
- Ensure prompt resolution of customer cases within established service level agreements (SLAs).
- Develop and update standard operating procedures (SOPs) and support documentation
- Continuously expand your knowledge of our software solution and dental practice system set ups.
- Ensure accurate and clear logging of all customer interactions.
- Ensure adherence to internally defined key performance indicators (KPI).
- Proven strong leadership and team management skills with the ability to motivate and develop teams.
- Good technical aptitude and proficiency in troubleshooting problems.
- Excellent communication (written and verbal) and interpersonal skills.
- Problem-solving and analytical skills, with a keen eye for detail.
- Ability to multitask, prioritise, and work effectively under pressure.
- Proficiency in using customer support tools, ticketing systems, and knowledge base platforms.
- Experience and good understanding of ITIL practices.
What you'll get in return
- Free on street parking
- Pension Scheme
- 20 days holiday plus 8 bank holidays per year.
- You will also earn an additional holiday for each year of service, capped at 3 additional holidays.
- Option to buy additional holidays
- Training programme and ongoing support to aid personal development.
- Close to public transport
- Friendly and supportive team
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
IT Technical Software Support ManagerJOB_528406046440612025-01-032025-04-04
Talk to Lindsay Bell, the specialist consultant managing this position
Located in Newcastle, 1st Floor, Kelburn House, 7 - 19 Mosley StreetTelephone 07940590995Click here to access our Privacy Policy, which provides detailed information on how we use and protect your personal information, and your rights in relation to this.
JOB_52840604644061