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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver top-notch IT support and enhance customer satisfaction.
- Company: Join a forward-thinking company dedicated to exceptional service delivery in the IT sector.
- Benefits: Enjoy 25 days holiday, bank holidays, and more perks to be discussed during application.
- Why this job: Be part of a fast-paced environment where your leadership can make a real impact.
- Qualifications: 3+ years in a leadership role with strong customer support experience required.
- Other info: Ideal for problem solvers who thrive on collaboration and continuous improvement.
The predicted salary is between 28800 - 48000 £ per year.
Office based: 9am to 5pm Monday-Friday
Salary: £40k
Benefits: 25 days holiday plus Bank holidays and more to be discussed used at the application stage.
Be the driving force behind exceptional customer experiences. We’re looking for a passionate and proactive Leader who’s ready to elevate service delivery, build high-performing teams, and foster strong, lasting relationships with customers. This role is ideal for someone who thrives in fast-paced environments, loves solving complex problems, and has a talent for leading and inspiring others in the IT support sector.
What You’ll Be Doing
- Lead with purpose: Guide and support a team of service professionals, ensuring smooth operations and consistently high performance.
- Shape the service experience: Develop and implement standards, policies, and procedures that drive efficiency and customer satisfaction.
- Own service delivery: Oversee the day-to-day running of the Service Desk, ensuring quality and timely resolution of customer issues.
- Strengthen relationships: Maintain and improve customer relationships, acting as a trusted advisor and point of escalation.
- Drive continuous improvement: Regularly review processes and performance to enhance efficiency and service levels.
- Solve the tough stuff: Step in to resolve escalated service issues and customer complaints with empathy and urgency.
- Coach for success: Conduct biannual appraisals and provide ongoing mentoring and development for team members.
- Contribute to leadership: Participate in leadership team discussions, contributing ideas, insights, and performance reports.
- Unlock value: Identify and manage service activities outside of contract scope to ensure they are correctly billed as additional services.
- Support smart usage: Advise customers on best practices for operating and maintaining their systems and equipment.
What You’ll Bring
- 3+ years in a leadership role, managing teams of 5–10 people
- Strong background in customer support, ideally in software or wholesale/distribution environments
- Demonstrated success in meeting service objectives and commercial targets
- Confident communicator with excellent written and verbal communication skills
- Analytical thinker with a problem-solving mindset and the ability to challenge the status quo
- Proven experience in mentoring, coaching, and team development
- Comfortable using support and business systems like ERP, ticketing tools, POS, and Microsoft 365
Bonus Points For
- Familiarity with supply chain or ERP systems
- Experience working within service delivery teams in software or technical environments
Who You Are
- Inspirational leader: You lead by example and bring out the best in others.
- Process-oriented: You love creating order out of chaos and refining systems for better results.
- Customer champion: You care deeply about customer experience and go the extra mile to ensure satisfaction.
- Collaborative: You believe in sharing knowledge, building relationships, and working as a team.
- Solution-focused: You tackle problems head-on and bring a “can-do” attitude to every challenge.
What Success Looks Like
- Customer SLAs met consistently:
- Fast first responses
- Timely resolution of high-priority tickets (80%+ within SLA)
- Quality of service: Clear, detailed ticket notes and strong team shadowing performance
- Happy customers, engaged team, and a service desk that runs like clockwork
If this looks like your perfect role, please send your up to date CV to or call me for a confidential conversation.
Software/IT Support Manager employer: Axon Moore Group Ltd
Contact Detail:
Axon Moore Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software/IT Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT support and customer service. Being knowledgeable about current technologies and best practices will not only help you stand out but also demonstrate your commitment to continuous improvement, which is crucial for this role.
✨Tip Number 2
Network with professionals in the IT support sector. Attend industry events or join online forums where you can connect with others in similar roles. This can provide valuable insights into the company culture at StudySmarter and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams and improved service delivery in your previous roles. Highlighting your leadership style and problem-solving skills will resonate well with our hiring team.
✨Tip Number 4
Research StudySmarter's values and mission. Understanding our commitment to exceptional customer experiences will allow you to align your answers during discussions, showcasing that you're not just a fit for the role, but also for our company culture.
We think you need these skills to ace Software/IT Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and leadership roles. Emphasise your achievements in managing teams and improving customer satisfaction, as these are key aspects of the job.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and leadership. Use specific examples from your past experiences to demonstrate how you meet the requirements outlined in the job description.
Highlight Problem-Solving Skills: In your application, focus on your analytical thinking and problem-solving abilities. Provide examples of how you've successfully resolved complex issues in previous roles, as this is crucial for the position.
Showcase Communication Skills: Since excellent communication is vital for this role, ensure your application reflects your written and verbal communication skills. Use clear and concise language, and consider including examples of successful team collaboration or customer interactions.
How to prepare for a job interview at Axon Moore Group Ltd
✨Showcase Your Leadership Skills
As a Software/IT Support Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you inspired and developed your team members.
✨Emphasise Customer Experience
This role is all about enhancing customer satisfaction. Be ready to discuss specific instances where you've improved service delivery or resolved complex customer issues, showcasing your commitment to being a customer champion.
✨Demonstrate Problem-Solving Abilities
The ability to tackle tough problems is crucial. Prepare to share examples of challenging situations you've faced in previous roles and how you approached them with a solution-focused mindset.
✨Familiarise Yourself with Relevant Tools
Since the job involves using support and business systems like ERP and ticketing tools, make sure you're comfortable discussing your experience with these technologies. Highlight any specific tools you've used and how they contributed to your team's success.
