About Everfield Everfield buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our mission is to foster ambition, fuel growth, and unlock opportunities for Europe’s software ecosystem. Companies in the Everfield ecosystem follow a decentralised model, maintaining their team, brand, and offices, while focusing on what they do best - building products and supporting customers. Everfield provides support in talent acquisition, HR, and a team of experts in building and growing European B2B SaaS companies consult on financial and operational topics from. Founded in 2022, Everfield has an ecosystem presence in 7 countries, and growing. About Us Fitfactory, part of the Everfield Ecosystem, helps factories become leaner, fitter and more productive through digital technologies. Providing smart, simple, modular MRP software underpinned by real-time business intelligence and expert guidance on digital transformation, we combine over 25 years' industry expertise with innovative technology to support more than 300 UK manufacturers on their digital transformation and help them be fit for the future. At Fitfactory, we believe in achieving more together and we are passionate about developing the talent within our business and supporting one another to achieve the very best for our customers. We believe in rewarding hard work and celebrate this with regular socials, events and internal awards. Fitfactory joined Everfield in 2023. The team is based in Stockton-on-Tees, UK. What You Will Do Fitfactory Technology Ltd is seeking an experienced and results-driven Technical Support Manager to lead our dynamic software support team. In this critical role, you will oversee daily operations, drive performance, and ensure the highest standards of customer service and technical support. This is a fantastic opportunity for an experienced leader with a strong background in software support, excellent people management skills, and a commitment to continuous improvement. Key Responsibilities Leadership & Team Management Lead and manage a team of technical support professionals, ensuring effective day-to-day operations. Develop and mentor team members through regular coaching, training, and professional development plans. Monitor team performance and implement improvement initiatives to enhance productivity and service quality. Foster a collaborative, high-morale work environment that motivates staff to perform at their best. Customer Service & Relationship Management Maintain high levels of customer satisfaction through prompt, efficient, and empathetic issue resolution. Act as a point of escalation for complex technical issues and ensure timely resolutions. Develop strong relationships with key customers, understanding their business needs and aligning support strategies accordingly. Capture and analyse customer feedback to inform service enhancements and product improvements. Technical & Product Expertise Maintain deep knowledge of Fitfactory’s software solutions and the manufacturing sector. Provide expert-level troubleshooting and guidance to team members and customers. Proactively identify and address recurring issues, and implement preventative solutions. Champion best practices in software support processes and standards. Operational Excellence Allocate team resources effectively to meet demand and maintain SLAs. Create and maintain reporting dashboards and performance metrics for internal review and improvement tracking. Own and evolve the support knowledge base, ensuring accurate and accessible documentation. Collaborate with Product, Development, and Sales teams to ensure seamless customer experiences. Manage onboarding processes for new customers, ensuring smooth software installation and setup. Identify operational risks and develop mitigation strategies. What We Are Looking For Required Skills & Qualifications Minimum 3 years’ experience in managing a technical support or software support team. Strong leadership and team-building capabilities. Proven ability to drive customer satisfaction and build client relationships. Advanced troubleshooting and technical problem-solving skills. Experience with CRM and support ticketing platforms. Excellent communication and interpersonal skills. Data-driven mindset with strong analytical and reporting capabilities. Desirable Skills Familiarity with Fitfactory products, particularly Tricorn Production. Experience in the manufacturing or production software industry. Working knowledge of relational databases (e.g. Microsoft SQL Server). Technical experience with Windows, Event Logs, IIS, and Crystal Reports. Background in supporting or deploying enterprise-level software solution What We Offer Pension scheme 25 days annual leave 1 additional day annual leave for your birthday 2 days leave per year for volunteering Hybrid/flexible working options Regular reviews and career progression opportunities Company social events and a collaborative, people-first team culture A positive, engaging workplace with a real commitment to work-life balance