Support Manager

Intact Software Ltd.; Hemel Hempstead; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading software company in Hemel Hempstead is seeking a Support Manager to oversee a dedicated support team. The role involves team management, tracking performance through KPIs, and enhancing customer satisfaction. Ideal candidates will have experience with ERP systems and a passion for service quality. The company offers a collaborative culture and various benefits, including healthcare and a pension plan.

Benefits

Private healthcare

Flexible working plan

Wellness reimbursement

25 days paid leave

Qualifications

• Proven experience supporting ERP systems.
• Strong grasp of ERP architecture and integration.
• Ability to manage and inspire support teams.

Responsibilities

• Oversee day-to-day operations of the support team.
• Set and monitor KPIs for team performance.
• Serve as primary contact for customer escalations.

Skills

Customer needs translation

Leading support teams

Clear communication

Tools

ERP systems

Technical support metrics

Job description

Support Manager

Location: UK (Hemel Hempstead)

Support Manager Role Description

As a Support Manager within the UK Customer Success Office, you will play a pivotal role in overseeing and guiding our support team to ensure exceptional service delivery. A key part of your role will be team management, where you will be responsible for leading, mentoring, and developing a high-performing team. Your leadership will be crucial in driving the team to achieve key performance indicators (KPIs) and maintaining the highest standards of customer satisfaction.

We are looking for a dedicated and innovative professional to join our team. If you are driven by excellence and eager to contribute to a forward-thinking organisation, we encourage you to apply. We look forward to seeing the unique impact you will bring to our team.

Scope of Role

The Support Manager will be responsible for overseeing the day-to-day operations of the support team and ensuring a consistent, high-quality customer experience. Your duties will include:

• Provide direction, support, and motivation to the team to ensure they meet their individual and collective goals.
• Offer guidance and mentorship to team leaders, helping them develop their skills and effectively manage their respective teams.
• Set, monitor, and achieve KPIs to measure the team's performance and ensure alignment with the company's objectives.
• Drive the adoption of automation and AI technologies to streamline processes, improve efficiency, and enhance the customer experience.
• Serve as the primary point of contact for customer escalations, ensuring timely and effective resolution of issues.
• Foster a culture of continuous improvement by identifying opportunities for process enhancements and implementing best practices.
• Ensure the team delivers exceptional customer service and resolves issues promptly and effectively.

The right person for this role will have a passion for leadership, service quality, and innovation. They will be highly motivated, with a proven ability to manage teams and build trust with both internal and external stakeholders.

Knowledge and Experience

• Proven experience supporting ERP systems, ideally within the Intact iQ ecosystem or similar tailored platforms
• Deep understanding of customer needs and the ability to translate technical solutions into business value.
• Strong grasp of ERP architecture, data flows, and integration points across finance, inventory, and CRM modules.
• Demonstrated ability to lead and inspire support teams, manage performance, and drive continuous improvement.
• Skilled in using support metrics and customer feedback to inform decisions and improve outcomes.
• Clear, confident communicator with the ability to engage technical and non-technical stakeholders alike

Preferred Qualifications and Experience

• Proven experience managing or leading support teams in a customer-focused environment
• Solid understanding of ERP systems, ideally including Intact iQ or similar platforms
• Strong grasp of ERP processes including finance, inventory, and CRM modules
• Demonstrated success in driving KPIs and process improvement initiatives
• Background in customer support, operations, or service delivery
• Familiarity with automation and AI in customer support is an advantage

Benefits and Culture

Our perfect fit ethos extends to our Intacters, ensuring that our roles, environment, benefits and progression paths are geared toward their professional and personal development.

As noted, Intacters drive our culture. Our iSocial group organises several Intact social events and activities throughout the year, such as summer BBQs, golf outings, charity hikes and more.

In addition to a competitive salary and a robust social calendar, we offer a great range of benefits including:

Healthcare:Your health and well-being matter to us. Intact offers private healthcare to its employees.

Flexibility:Our flexible working plan helps Intacters to manage a better work-life balance.

Pension Plan:Intact contributes a % of an Intacter's salary, helping them plan for the future.

Wellness Reimbursement:Whether it's a gym or a golf club membership, we support the efforts of Intacters to keep active.

Holidays:Intact offers 25 days of paid leave, plus statutory bank holidays.