Software Support Manager

• Lead and develop our support function, ensuring high-quality service for clients and internal users.
• Take ownership of the Service Desk and continuously improve processes, procedures, ways of working and ticketing platform use.
• Balance hands-on ticket ownership and technical investigations with team performance, ticket management and service delivery.
• Act as the senior escalation point for technical issues, providing second-line support and leading major incidents through to resolution.
• Build deep understanding of each client and the bespoke software we support, becoming a trusted subject matter expert and key point of contact.
• Produce regular client reports on support performance, trends and opportunities for improvement.
• Work with clients to develop and maintain technology and upgrade roadmaps, planning enhancements, infrastructure changes and major releases.
• Collaborate with Development to support deployments, cloud-hosted environments, operational changes, software upgrades and releases.
• Manage development call-off hours to ensure they are used effectively and deliver maximum value for clients.
• Coordinate and participate in the out-of-hours on-call rota to support critical client issues.
• Support colleagues with hardware, equipment and day-to-day IT issues across the business.
• Oversee internal support requests and ensure a high level of service is consistently delivered.
• Manage and maintain our infrastructure, website and related services, including platform and license cost management.
• Own the maintenance and ongoing compliance of Cyber Essentials Plus (CE+).
• Take ownership of ISO 9001 processes and support continuous improvement initiatives across the organisation.
• Take ownership of Datto administration and ensure it meets business and client requirements.
• Manage Microsoft Partnership administration and report on required accreditations.
• Produce internal reports to track performance, compliance and support activity.
• Own the administration, maintenance and continuous improvement of Microsoft 365 services, including user management, licensing, security, compliance and collaboration platforms.

Technologies:

• AWS
• Azure
• Cloud
• DevOps
• Hardware
• Support
• ITIL
• Microsoft 365
• Security
• Office 365
• ASP.NET
• Angular
• Incident Management
• React, We are hiring a Software Support Manager to lead and develop our support function in a hands-on player-manager role. This position reports to our Head of Operations and works Monday to Friday, 9:00 to 5:30, with participation in an on-call rota. We offer a hybrid working model with a minimum of two full days per week in our Ipswich office over Tuesday, Wednesday or Thursday. The salary is £45,000-£50,000 depending on experience, plus on-call payments, NHS Top-Up Healthcare, Death in Service Cover, enhanced pension contributions, 25 days annual leave plus bank holidays increasing with service, volunteering allowance, enhanced sick pay and more. We support bespoke software solutions and cloud-hosted platforms across Microsoft Azure and AWS, and the role combines people leadership, client relationship management and service ownership with active involvement in day-to-day support.

• Minimum 3-5 years experience in a bespoke software support or service desk environment, including 2nd line support.
• Relevant experience in a support team leadership or management role.
• Proven experience managing SLAs, ticket queues and escalation processes.
• Working knowledge of the Microsoft product suite, with a focus on Azure cloud environments.
• Experience with ticketing/service desk platforms (e.g. Halo, Monday.com).
• Experience supporting DevOps pipelines, cloud infrastructure or deployment processes.
• Experience working within a consultancy environment.
• Knowledge of compliance frameworks such as ISO 9001 or Cyber Essentials Plus (CE+) is advantageous.
• Strong leadership, coaching and team management skills.
• Excellent communication and stakeholder management abilities.
• Good understanding of IT service management principles (ITIL desirable).
• Ability to work effectively with Development, QA and Infrastructure teams.
• Strong analytical, problem-solving and decision-making skills.
• Highly organised, client-focused and able to manage multiple priorities.
• Ability to remain calm and make effective decisions during major incidents and high-pressure support situations.