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.Key responsibilities include: Leading, mentoring, and developing a high‑performing support teamOwning helpdesk operations, workflows, queues, escalations, and service levelsManaging after‑hours support coordination and operational readinessHandling high‑priority incidents and customer escalations personally when requiredWorking closely with Development, QA, Product, and Operations teams on defects, releases, and production issuesAnalyzing support trends, recurring issues, and operational bottlenecksImproving support processes, documentation, and escalation proceduresActing as the voice of the customer internally to improve product stability and customer experienceThis is not a call‑center role. Its an operational leadership position for someone who understands how software behaves in the real world.Skills & Experience: 5+ years experience in customer support or software operationsMinimum 3 years experience managing support or operational teamsExperience working within a software company environmentStrong understanding of operational software, support workflows, and escalation managementComfortable working with developers, QA teams, and software release cyclesStrong leadership, communication, and decision‑making skillsAbility to manage multiple priorities in a fast‑paced, high‑pressure environmentQualification: Relevant experience is prioritised. A technical or operational background within a software environment is advantageous.