Job Description
Software Support Manager – Blackburn, LancashireSalary - 45k - hybrid workingThis leading Software Solutions provider based in Blackburn is seeking an experienced Software Support Manager to take ownership of their Software Support and Service Desk function. This is a senior leadership position, perfect for someone who blends strong technical acumen with a passion for team leadership and outstanding customer service.Core Responsibilities – Software Support ManagerIn this role, you’ll play a pivotal part in ensuring high-quality, efficient software support across all customer interactions.
* Lead and manage a team of software support analysts, first-line support staff, and third-party service providers
* Oversee daily service desk operations, including ticket triage, resolution workflows, and escalations
* Drive service quality through the continuous improvement of standards, processes, and SLA adherence
* Build and maintain strong customer relationships, serving as an escalation point and trusted advisor
* Produce and present performance reports and insights to senior management
* Identify out-of-scope work and manage appropriate commercial handling and chargebacks
What We’re Looking For
* 3+ years’ experience managing a technical support, software support, or service desk team (ideally 5–10 people)
* Experience in a software environment; ERP, supply chain, or POS system background advantageous
* Proven track record of meeting SLAs, improving customer outcomes, and driving service success
* Strong communication and stakeholder management skills
* Hands-on familiarity with ticketing systems, ERP platforms, POS software, and Microsoft 365
* Collaborative leadership style with a focus on mentoring, motivation, and continuous improvement
They offer opportunities for progression in this growing software company where you will make an impact in a business that values customer experience and service innovation.Keywords: Software Support Manager, Service Delivery Manager, Customer Service Manager, Service Desk Leader, Helpdesk Manager, Application Support, ERP, POS, ticketing systems, EPOS, electronic point of sale, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Lower Darwen, Rawtenstall, Accrington, PrestonFollow us on Twitter @erinassociates for similar roles.Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy.