Key Information

Salary: up to £60,000 per annum
Location: London / Farnborough / Manchester / UK-Remote

We have an exciting opportunity for a Support Manager to join our newly formed Support Team.

We are looking for an experienced Support Manager to run and lead a team maintaining multiple complex software systems. This will comprise of direct line management and supervisory support for both technical and non-technical positions.

What you’ll do:

  • Line Management of Support Engineers
  • Calling the customer each month to go through the priority order of tickets and to see if there is anything outstanding
  • Working with the Support Engineers to ensure Azure DevOps is up-to-date
  • Run a daily SCRUM with the Support Team
  • Have a mid-month catch-up with the customers to see how things are going (will become an Account Management task when that team has grown enough)
  • Monitoring SLAs
  • Using reports to monitor age of tickets, health of systems, etc.
  • Reporting up to the Operations Leadership Team on issues to be aware of
  • Ensuring customers are made aware in advance of going into overage
  • Ensuring Support Team members’ timesheets are updated regularly to ensure we do not accidentally spend too much time on a customer/project before notifying/confirming with the customer
  • Be the gatekeeper of projects moving into the Support Team
  • Weekly meeting with Account Management to share knowledge
  • Monitoring systems to check for potential issues

Experience and Skills:

You may be a good fit if you:

  • Understand software development cycle
  • Have previous experience of managing support desks or development teams
  • Hold an ITIL Certification
  • Have a Dev ops approach to delivery


Candidates will be employed on a fully remote basis, however, will be able to work from our Central London or Farnborough office should they choose.

Our London office is a 10-minute walk from Waterloo Station, and our Head Office in Farnborough is a 10-minute walk from Farnborough Main station and close to the town centre and local amenities. We also have a virtual Development Centre in Manchester.

Salary & Benefits:

Annual salary of up to £60,000 dependent on experience, with an additional benefits package including:

25 days holiday
(plus Bank Holidays)
Employer matched contributory pension scheme
Flexible working opportunities
Healthcare scheme, life insurance & critical illness cover
Parental leave
Dedicated learning hours with 24/7 access to an online learning platform
Tastecard+ Membership
Cycle to Work scheme
Fitness activities
including discounted gym membership
Free hot and cold refreshments
Social events throughout the year

Apply Now


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