Job Description
Software/IT Support Manager- Darwen, Lancashire BB3Office based: 9am to 5pm Monday-Friday Salary: £40kBenefits: 25 days holiday plus Bank holidays and more to be discussed used at the application stage.Be the driving force behind exceptional customer experiences.We’re looking for a passionate and proactive Leader who’s ready to elevate service delivery, build high-performing teams, and foster strong, lasting relationships with customers. This role is ideal for someone who thrives in fast-paced environments, loves solving complex problems, and has a talent for leading and inspiring others in the IT support sector.What You’ll Be Doing
* Lead with purpose: Guide and support a team of service professionals, ensuring smooth operations and consistently high performance.
* Shape the service experience: Develop and implement standards, policies, and procedures that drive efficiency and customer satisfaction.
* Own service delivery: Oversee the day-to-day running of the Service Desk, ensuring quality and timely resolution of customer issues.
* Strengthen relationships: Maintain and improve customer relationships, acting as a trusted advisor and point of escalation.
* Drive continuous improvement: Regularly review processes and performance to enhance efficiency and service levels.
* Solve the tough stuff: Step in to resolve escalated service issues and customer complaints with empathy and urgency.
* Coach for success: Conduct biannual appraisals and provide ongoing mentoring and development for team members.
* Contribute to leadership: Participate in leadership team discussions, contributing ideas, insights, and performance reports.
* Unlock value: Identify and manage service activities outside of contract scope to ensure they are correctly billed as additional services.
* Support smart usage: Advise customers on best practices for operating and maintaining their systems and equipment.
What You’ll BringExperience & Skills
* 3+ years in a leadership role, managing teams of 5–10 people
* Strong background in customer support, ideally in software or wholesale/distribution environments
* Demonstrated success in meeting service objectives and commercial targets
* Confident communicator with excellent written and verbal communication skills
* Analytical thinker with a problem-solving mindset and the ability to challenge the status quo
* Proven experience in mentoring, coaching, and team development
* Comfortable using support and business systems like ERP, ticketing tools, POS, and Microsoft 365
Bonus Points For
* Familiarity with supply chain or ERP systems
* Experience working within service delivery teams in software or technical environments
Who You Are
* Inspirational leader: You lead by example and bring out the best in others.
* Process-oriented: You love creating order out of chaos and refining systems for better results.
* Customer champion: You care deeply about customer experience and go the extra mile to ensure satisfaction.
* Collaborative: You believe in sharing knowledge, building relationships, and working as a team.
* Solution-focused: You tackle problems head-on and bring a “can-do” attitude to every challenge.
What Success Looks Like
* Customer SLAs met consistently:
o Fast first responses
o Timely resolution of high-priority tickets (80%+ within SLA)
* Quality of service: Clear, detailed ticket notes and strong team shadowing performance
* Happy customers, engaged team, and a service desk that runs like clockwork
If this looks like your perfect role, please see send your up to date CV to or call me for a confidential conversation on