Support Manager

My client develops and supports operational software used daily in high‑pressure environments such as logistics, warehousing, manufacturing, and export‑driven operations. Their platforms are mission‑critical, when systems go down, operations stop.
The Support Manager will lead a national support function made up of in‑office staff and distributed area support agents. This is a hands‑on leadership role, responsible for ensuring customers receive timely, professional, and effective support across the full software suite.

Key responsibilities include:
Leading, mentoring, and developing a high‑performing support team
Owning helpdesk operations, workflows, queues, escalations, and service levels
Managing after‑hours support coordination and operational readiness
Handling high‑priority incidents and customer escalations personally when required
Working closely with Development, QA, Product, and Operations teams ...