Software and Systems Support Manager

Major Energy Onshore; North East; On-site; GBP 35,000 - 45,000; Full time

Job summary

A growing engineering firm in the United Kingdom is seeking a Systems / Software Support Manager to lead their support function for software systems in the energy sector. Responsibilities include managing support requests, overseeing system maintenance, and developing documentation. The ideal candidate has a minimum of HNC in a relevant field, with proven experience in a support role and strong technical aptitude. Excellent communication and organizational skills are essential. A good benefits package and personal development opportunities are provided.

Benefits

Good benefits package

Personal development opportunities

Qualifications

• Proven experience in a support or maintenance coordinator or management role.
• Strong technical aptitude with familiarity in systems maintenance.
• Exceptional communication skills with a customer-focused attitude.

Responsibilities

• Lead the Support function for software systems in the energy sector.
• Act as the primary point of contact for support requests.
• Monitor support ticket systems and resolve issues timely.
• Schedule and oversee contracted system maintenance activities.
• Develop and maintain documentation for support processes.

Skills

Software Systems

Communication

Data Analysis

Time Management

Technical Aptitude

Education

HNC or higher in Information Technology, Electronics, Control Systems or Electrical Engineering

Tools

Support ticketing systems

Project management tools

Job description

A Sytems / Software Support Manager is sought by an expanding Engineering company to lead their Support function for class-leading software systems for the Energy sector

Your key responsibility will be to ensure the seamless operation, support, and upkeep of our software and hardware systems. serving as a critical point of contact for troubleshooting, maintaining service levels, and coordinating with various teams to resolve issues promptly.

The role carries with it a mix of hands-on and strategic responsibilities designed to enable the growth of the support function as the company's customer base continues to grow. These will include: -

• Act as the primary point of contact for support requests, triaging incoming issues, prioritise based on urgency and impact, and assign tasks to the appropriate teams.
• Attend client and supplier meetings as the company's support representative. Monitor support ticket systems and ensure timely resolution of issues in accordance with contracted SLAs.
• Schedule and oversee contracted system maintenance activities, ensuring minimal disruption to operations
• Investigate and resolve any recurring issues by collaborating with cross-functional teams and analyse trends in support requests to identify opportunities for system or process improvements.
• Develop and maintain detailed documentation for support processes, system configuration, and maintenance schedules.
• Generate regular reports on support metrics, system performance, and maintenance activities in accordance with contracts held with clients.
• Provide insights and recommendations based on data analysis.
• Attend stakeholder meetings as the company support representative
• Communicate effectively with technical and non-technical teams to provide updates and gather feedback.

To succeed in this role you will need a good background in Software Systems and have a HNC or higher in a relevant field (Information, Technology, Electronics, Controls Systems or Electrical Engineering preferred). You will need proven experience in a support or maintenance coordinator or management role and have a strong technical aptitude with familiarity in systems maintenance, electrical engineering, IT support, or similar domains.

Excellent organizational and time management skills are essential as is a proficiency in using support ticketing systems and project management tools. Exceptional communication skills are essential. Good data analysis skills would be beneficial as would experience of supporting software with an engineering based application. Strong attention to detail with a customer-focused attitude is essential

Good benefits package and personal development opportunities available

If you are interested in this exciting opportunity please call Adam Jones at Major Recruitment or click Apply Now and send your CV

INDJB