Engineering and IT Systems Support Manager

• Act as the primary point of contact for support requests
• Triaging incoming issues, prioritizing based on urgency and impact
• Assigning tasks to the appropriate teams
• Attending client and supplier meetings as the companys support representative
• Monitoring support ticket systems and ensuring timely resolution of issues in accordance with SLAs
• Scheduling and overseeing contracted system maintenance activities
• Investigating and resolving recurring issues by collaborating with cross-functional teams
• Analyzing trends in support requests to identify opportunities for system or process improvements
• Developing and maintaining detailed documentation for support processes, system configuration, and maintenance schedules
• Generating regular reports on support metrics, system performance, and maintenance activities
• Providing insights and recommendations based on data analysis
• Communicating effectively with technical and non-technical teams to provide updates and gather feedback

Technologies:

• Hardware
• Support, We are an expanding Engineering company seeking a Systems / Software Support Manager to lead our Support function for class-leading software systems in the Energy sector. In this role, you will be integral to ensuring the seamless operation, support, and upkeep of our software and hardware systems. We offer a good benefits package and opportunities for personal development, making this an exciting opportunity to grow with us as our customer base expands.

• HNC or higher in Information, Technology, Electronics, Controls Systems, or Electrical Engineering preferred
• Proven experience in a support or maintenance coordinator or management role
• Strong technical aptitude in systems maintenance, electrical engineering, IT support, or related fields
• Excellent organizational and time management skills
• Proficiency in using support ticketing systems and project management tools
• Exceptional communication skills
• Good data analysis skills beneficial
• Strong attention to detail with a customer-focused attitude