Software Support Manager - Blackburn, Lancashire
 
This leading Software Solutions provider based in Blackburn is seeking an experienced Software Support Manager to take ownership of their Software Support and Service Desk function. This is a senior leadership position, perfect for someone who blends strong technical acumen with a passion for team leadership and outstanding customer service.
 
Core Responsibilities - Software Support Manager
In this role, you'll play a pivotal part in ensuring high-quality, efficient software support across all customer interactions.

Lead and manage a team of software support analysts, first-line support staff, and third-party service providers
Oversee daily service desk operations, including ticket triage, resolution workflows, and escalations
Drive service quality through the continuous improvement of standards, processes, and SLA adherence
Build and maintain strong customer relationships, serving as an escalation point and trusted advisor
Produce and present performance reports and insights to senior management
Identify out-of-scope work and manage appropriate commercial handling and chargebacks 
What We're Looking For

3+ years' experience managing a technical support, software support, or service desk team (ideally 5-10 people)
Experience in a software environment; ERP, supply chain, or POS system background advantageous
Proven track record of meeting SLAs, improving customer outcomes, and driving service success
Strong communication and stakeholder management skills
Hands-on familiarity with ticketing systems, ERP platforms, POS software, and Microsoft 365
Collaborative leadership style with a focus on mentoring, motivation, and continuous improvement 
They offer opportunities for progression in this growing software company where you will make an impact in a business that values customer experience and service innovation.
 
Keywords: Software Support Manager, Service Delivery Manager, Customer Service Manager, Service Desk Leader, Helpdesk Manager, Application Support, ERP, POS, ticketing systems, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Lower Darwen, Rawtenstall, Accrington, Preston
 
Follow us on Twitter @erinassociates for similar roles.
 
Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy