My client develops and supports operational software used daily in high‑pressure environments such as logistics, warehousing, manufacturing, and export‑driven operations. Their platforms are mission‑critical; when systems go down, operations stop. The Support Manager will lead a national support function made up of in‑office staff and distributed area support agents. This is a hands‑on leadership role, responsible for ensuring customers receive timely, professional, and effective support across the full software suite. This is not a call‑center role. It’s an operational leadership position for someone who understands how software behaves in the real world. Responsibilities Leading, mentoring, and developing a high‑performing support team Owning helpdesk operations, workflows, queues, escalations, and service levels Managing after‑hours support coordination and operational readiness Handling high‑priority 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 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 decision‑making skills Ability to manage multiple priorities in a fast‑paced, high‑pressure environment Qualifications Relevant experience is prioritised. A technical or operational background within a software environment is advantageous. #J-18808-Ljbffr