Support Contracts Manager

ZipRecruiter; Walsall; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Support Contracts Manager with a strong engineering background and a passion for software systems. This hybrid role involves leading a support team to enhance customer satisfaction and drive improvements in service delivery. You'll play a vital role in managing support functions, overseeing team training, and ensuring compliance with customer SLAs. If you thrive in a dynamic environment and are eager to contribute to the growth of innovative solutions in the manufacturing and utilities sectors, this opportunity is perfect for you.

Qualifications

• Proven leadership experience in managing support teams.
• Strong understanding of software and IT systems configuration.

Responsibilities

• Drive initiatives to maximize customer satisfaction.
• Manage support team and ensure effective customer service.

Skills

Leadership Skills

Customer Service

Software Configuration

Microsoft Windows

Networking Technologies

Cloud Platforms (Azure)

Data Storage Principles

Scripting (PowerShell, Python)

Industrial Systems Experience

Web Technologies

Education

Computer Science Degree

Engineering Degree

Tools

Microsoft Office

VMWare

Hyper-V

Job description

Job Description

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, to join their expanding team with leadership qualities. The Support Manager will be supporting customer-orientated solutions within the manufacturing and utilities sectors. They are looking for team players who can help fulfill its goals of growth and market penetration over the years ahead. Driven by the Industrial Internet of Things, they are well placed to embrace an exciting period of change in the provision of industrial automation, monitoring and analytical services and are looking forward to building additional team strength across all areas of the business.

Responsibilities and Duties

• Ownership of the support function, driving initiatives and improvements to maximise customer satisfaction
• Line management duties of Support Team members including employee appraisals
• Identify team training requirements to fulfill customer support agreements
• Management and reporting of KPIs within customer SLAs
• Key decision maker in prioritisation, delegation and escalation of systems support
• Develop the case management system to ensure efficient and effective customer service
• Work with Sales to communicate opportunities arising from support cases and upcoming contract renewals
• Administer out of hours support rotas to ensure adequate Support cover is in place
• Travel and work on customer sites as required

Qualifications, Skills, Training & Experience

• Proven experience in a leadership or team management position
• Demonstrated skills and understanding of the configuration and support of software and IT based systems
• Experienced in the use and administration of Microsoft Windows (Desktop and Server) and the full Microsoft Office stack
• Appreciation of networking and communication technologies
• Appreciation of cloud platforms such as Azure would be advantageous
• An understanding of the key principles of data storage (e.g. SQL Server, Postgres, Time series Historians)
• Appreciation of common high-level programming and scripting (e.g. PowerShell, Python etc.)
• Experience and appreciation of industrial systems and environments
• Experience with web technologies and architectures
• Experience with virtual architectures (e.g. VMWare and Hyper-V)
• Computer Science, Engineering or Equivalent degree

This is a Hybrid role looking at 3 Days in the Office.