Information Technology Support Manager

Wynne Consulting; Walsall; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in Walsall is seeking a Support Contracts Manager with a strong engineering background and expertise in software systems. This hybrid role involves managing the support team and ensuring customer satisfaction within the manufacturing and utilities sectors. Ideal candidates will have leadership experience and knowledge of IT systems, networking, and cloud platforms. Join a dynamic team poised for growth in industrial automation and analytical services.

Qualifications

• Leadership or team management experience required.
• Knowledge of configuration and support of software and IT systems.

Responsibilities

• Own the support function to maximize customer satisfaction.
• Manage and appraise Support Team members.
• Develop the case management system for efficient customer service.

Skills

Leadership

Customer Service

Networking

Cloud Platforms

Programming

Tools

Microsoft Windows

Office

PowerShell

Python

VMWare

Hyper-V

Job description

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This range is provided by Wynne Consulting. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Overview

Our client, we’re working with exclusively, has an opportunity for a Support Contracts Manager with a passion for engineering and a good knowledge of software systems, networks, and software development. The role involves joining an expanding team with leadership qualities. The Support Manager will support customer-oriented solutions within the manufacturing and utilities sectors. They are looking for team players who can help achieve growth and market penetration. Driven by the Industrial Internet of Things, they are poised for an exciting period of change in industrial automation, monitoring, and analytical services, and are looking to strengthen their team across all areas of the business.

Responsibilities and Duties

As a member of the Systems Support team, you will:

• Own the support function, driving initiatives and improvements to maximize customer satisfaction.
• Manage and appraise Support Team members.
• Identify training needs to fulfill support agreements.
• Manage and report on KPIs within customer SLAs.
• Prioritize, delegate, and escalate support issues as key decision-maker.
• Develop the case management system for efficient customer service.
• Coordinate with Sales on support case opportunities and contract renewals.
• Administer out-of-hours support rotas to ensure coverage.
• Travel and work at customer sites as required.

Qualifications, Skills, Training & Experience

• Leadership or team management experience.
• Knowledge of configuration and support of software and IT systems.
• Experience with Microsoft Windows (Desktop and Server) and Office.
• Understanding of networking and communication technologies.
• Knowledge of cloud platforms like Azure is advantageous.
• Understanding of data storage principles (SQL Server, Postgres, Historians).
• Familiarity with programming and scripting languages (PowerShell, Python).
• Experience with industrial systems and environments.
• Web technologies and architectures experience.
• Experience with virtual architectures (e.g., VMWare, Hyper-V).

This is a hybrid role requiring 3 days in the office.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Customer Service, Information Technology, and Project Management

Industries

• Software Development, IT Services and Consulting, Business Consulting and Services

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