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.

This is not a call‑center role. It’s an operational leadership position for someone who understands how software behaves in the real world.

Responsibilities

• 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 incide...