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About
Software Support Manager – Blackburn, Lancashire Salary - 45k - hybrid working
This 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 Manager
* 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.
Nice-to-have skills
* ERP
* POS
* Blackburn, Scotland
Work experience
* Administrative
Languages
* English
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Project Management and Information Technology
Industries
* Technology, Information and Internet
This job is not expired.
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