Software Support Manager - Lead, Optimize & Deliver SaaS

PEN Group; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave 7.2 weeks

Employee Assistance Programme (HAWisom

Virtual GP access (Livi)

Speak Up Service

Wellbeing & coaching support (Wisdom)

Discounts and perks (Bright Exchange)

Job summary

Planet Education Networks (PEN Group) seeks an experienced Technical Support Manager to lead its software application support function on-site in London. You will oversee a hands-on team, develop processes, monitor SLAs and collaborate with Projects, Developers and QA to resolve software issues efficiently.

The role emphasizes team leadership, recruitment, workload planning and continuous improvement of support operations for SaaS platforms.

Qualifications

• Minimum 2 years leading or managing a software application support team.
• Proven ability to develop and maintain software support processes.
• Hands-on recruitment and onboarding of technical support staff.
• Strong knowledge of SLAs, response/resolution targets and reporting.
• Experience supporting live software platforms and coordinating bug fixes.
• Familiar with Zendesk, Freshdesk, Intercom or similar support platforms.

Responsibilities

• Lead and develop the software application support team and allocate workload.
• Define, implement and monitor ticket management, prioritisation and escalation.
• Recruit, interview, onboard and train technical support staff.
• Monitor SLAs and ensure timely responses and resolutions.
• Coordinate bug fixes with Development and QA teams.
• Track KPIs, review backlogs and drive efficiency improvements.
• Analyse recurring issues and coordinate long-term solutions.
• Collaborate with Project Managers, Developers, QA and business stakeholders.
• Support software launches and platform rollouts with proper processes.
• Review performance reports and drive service-delivery improvements.

Skills

Leadership

Software application support

SLA management

Recruiting & onboarding

Team development

Stakeholder collaboration

Tools

Zendesk

Freshdesk

Intercom

Jira

Azure DevOps

Job description

Planet Education Networks (PEN Group) seeks an experienced Technical Support Manager to lead its software application support function on-site in London. You will oversee a hands-on team, develop processes, monitor SLAs and collaborate with Projects, Developers and QA to resolve software issues efficiently.

The role emphasizes team leadership, recruitment, workload planning and continuous improvement of support operations for SaaS platforms.