Job Details

Software Support Manager

Software Support Manager – Blackburn, Lancashire
 
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
In this role, you’ll play a pivotal part in ensuring high-quality, efficient software support across all customer interactions.
 

  • 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.
 
Keywords: Software Support Manager, Service Delivery Manager, Customer Service Manager, Service Desk Leader, Helpdesk Manager, Application Support, ERP, POS, ticketing systems, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Lower Darwen, Rawtenstall, Accrington, Preston
 
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Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy.

Location: Blackburn, United Kingdom

Employment: Permanent

Salary: £40000 - £45000 excellent benefits

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