Support Manager, Software House, London
Our client is an expanding software house specialising in the document management system arena working with law firms and professional service companies. With business booming, they are now seeking a Support Manager to join their friendly, professional team.

Reporting into the company directors, the role will focus on managing a small support team with the following responsibilities:

Helpdesk management (offering both remote and on-site support where relevant)
Escalation point for both Clients and Support team
Technical issue and incident management and coordination
Review and develop processes to reflect changing needs of the firm and to improve and innovate service delivery performance
Performance management and skills development of team members
Business Engagement; maintain client relationships, manage expectations, and deal with issues

Experience
You will be able to demonstrate most, if not all, of the following:

Excellent working knowledge of HP WorkSite (iManage) (all desktop and server options) with WorkSite Engineer (iCSE) or Administrator (iCSA) certification.
A wealth of experience working within both a professional services firm and an IT reseller or software developer support / helpdesk environment.
Experience of hosted systems/virtual environments, ideally on the Microsoft Azure platform.
Capabilities across PC hardware and mobile devices including iPhones / iPads, other tablets & BlackBerry devices.
In depth experience of supporting Microsoft Windows client and server operating systems, Microsoft Outlook & Exchange, Microsoft Office, Microsoft SQL Server (including SQL scripting).
Experience of supporting other professional service firm applications, e.g. practice management, case management, template management, digital dictation, customer relationship management, document assembly, etc.

The company offer competitive salaries and benefits and a friendly working environment
Please contact nlawrence@cogencesearch.com or call Nigel – 0207 264 4908
For details of all our vacancies visit www.cogencesearch.com