Software Support Manager

• Take ownership of the Service Desk, continuously improving processes, procedures, ways of working and the effective use of our ticketing platform.
• Take an active role in the day-to-day support function, balancing personal ticket ownership and technical investigations with responsibility for team performance, ticket management and service delivery.
• Act as the senior escalation point for technical issues, providing hands-on second-line support and leading major incidents through to resolution.
• Build a deep understanding of each client and the bespoke software we support, establishing yourself as a trusted subject matter expert and key point of contact.
• Produce regular client reports, providing insight into support performance, trends and opportunities for improvement.
• Collaborate with clients to develop and maintain forward-looking technology and upgrade roadmaps, planning software enhancements, infrastructure changes and major releases in line with business objectives.
• Work closely with Development to support deployments, cloud-hosted environments, operational changes, software upgrades and releases.
• Manage development call-off hours, ensuring they are used effectively and deliver maximum value for clients.
• Required to coordinate and be part of the out-of-hours on-call rota, providing support for critical client issues and ensuring appropriate escalation and resolution. More details can be provided at interview stage around on-call expectations.

Internal IJYI Support

This is more traditional IT support of around 15 users and their hardware. This area of responsibility ensures colleagues have access to reliable, secure and effective technology services that support the day-to-day operation of the business.

• Support colleagues with hardware, equipment and day-to-day IT issues across the business.
• Oversee internal support requests and ensure a high level of service is consistently delivered.
• Manage and maintain the company’s infrastructure, website and related services, including platform and license cost management.
• Own the maintenance and ongoing compliance of Cyber Essentials Plus (CE+).
• Take ownership of ISO 9001 processes and support continuous improvement initiatives across the organisation.
• Take ownership of Datto administration and ensure it continues to meet business and client requirements.
• Manage Microsoft Partnership administration and report on all requirements and accreditations required.
• Produce meaningful internal reports to track performance, compliance and support activity.
• Own the administration, maintenance and continuous improvement of Microsoft 365 services, including user management, licensing, security, compliance and collaboration platforms.

KEY REQUIREMENTS OF ROLE

• Minimum 3–5 years' experience in a bespoke software support or service desk environment, including 2nd line support.
• Relevant experience in a support team leadership or management role.
• Proven experience managing SLAs, ticket queues and escalation processes.
• Working knowledge of the Microsoft product suite, with a focus on Azure cloud environments.
• Experience with ticketing/service desk platforms (e.g. Halo, Monday.com).
• Experience supporting DevOps pipelines, cloud infrastructure or deployment processes.
• Experience working within a consultancy environment.
• Knowledge of compliance frameworks such as ISO 9001 or Cyber Essentials Plus (CE+) is advantageous.
• Strong leadership, coaching and team management skills.
• Excellent communication and stakeholder management abilities.
• Good understanding of IT service management principles (ITIL desirable).
• Ability to work effectively with Development, QA and Infrastructure teams.
• Strong analytical, problem-solving and decision-making skills.
• Highly organised, client-focused and able to manage multiple priorities.
• Ability to remain calm and make effective decisions during major incidents and high-pressure support situations.