Job Title

Job OverviewOur client, were working with exclusively has an opportunity for a Support Contracts Manager with a passion for engineering and a good knowledge of software systems, networks and software development, to join their expanding team with leadership qualities. The Support Manager will be supporting customer-orientated solutions within the manufacturing and utilities sectors. They are looking for team players who can help fulfill its goals of growth and market penetration over the years ahead. Driven by the Industrial Internet of Things, They are well placed to embrace an exciting period of change in the provision of industrial automation, monitoring and analytical services and is looking forward to building additional team strength across all areas of the business.Responsibilities and Duties Working as a member of the Systems Support team to:Ownership of the support function, driving initiatives and improvements to maximise customer satisfactionLine management duties of Support Team members including employee appraisalsIdentify team training requirements to fulfill customer support agreementsManagement and reporting of KPIs within customer SLAsKey decision maker in prioritisation, delegation and escalation of systems supportDevelop the case management system to ensure efficient and effective customer serviceWork with Sales to communicate opportunities arising from support cases and upcoming contract renewalsAdminister out of hours support rotas to ensure adequate Support cover is in placeTravel and work on customer sites as requiredQualifications, Skills, Training & Experience Proven experience in a leadership or team management positionDemonstrated skills and understanding of the configuration and support of software and IT based systemsExperienced in the use and administration of Microsoft Windows (Desktop and Server) and the full Microsoft Office stackAppreciation of networking and communication technologiesAppreciation of cloud platforms such as Azure would be advantageousAn understanding of the key principles of data storage (e.g. SQL Server, Postgres, Time series Historians)Appreciation of common high-level programming languages and scripting (e.g. PowerShell, Python etc.)Experience and appreciation of industrial systems and environmentsExperience with web technologies and architecturesExperience with virtual architectures (e.g. VMWare and Hyper-V)Appreciation of cloud platforms such as Azure would be advantageous. Computer Science, Engineering or Equivalent degreeThis is a Hybrid role looking at 3 Days in the Office.