Head of Software Support

Closing date: 30 June 2025

We’re looking for a Head of Software Support to lead, inspire, and develop our support function for customers using our ERP solutions — prof.ITplus and Profit4. This is a key strategic role, forming part of our Senior Leadership Team, with real impact on how we support and engage our growing customer base.

What You’ll Do

You’ll be responsible for ensuring our support team delivers outstanding service every step of the way - from 1st line troubleshooting to complex 3^rd line technical resolution. With a focus on quality, responsiveness, and consistency, you’ll drive the performance of the department and ensure that our customers always feel supported, heard, and valued.

• Lead, mentor, and develop a high-performing team of managers and support specialists.

• Drive a culture of ownership, service excellence, and continuous improvement.

• Review and enhance support workflows and processes to boost speed, accuracy, and efficiency.

• Use performance data and KPIs to monitor team impact and identify areas for improvement.

• Collaborate closely with internal teams such as Development, Delivery, and Sales to ensure a seamless customer journey.

• Play an active role in developing the skills, product knowledge, and confidence of your team to consistently meet customer needs.

Your Contribution

This is more than just a management role — it’s about shaping how we support our customers, ensuring that every interaction reflects our values and commitment to service. You’ll be instrumental in evolving the support experience across prof.ITplus and Profit4, helping our customers maximise value from their investment and foster a long-term partnership.

What You’ll Bring

• Proven leadership in a software support or service environment

• Excellent communication, interpersonal, and coaching skills

• A proactive, solutions-focused approach with the ability to manage escalations effectively

• Confidence in using data and KPIs to guide decisions and track progress

• Solid experience working with ERP systems or other complex business software platforms

Why Join Us?

As part of the Senior Leadership Team, you’ll have a voice in company direction and the freedom to implement real change. You’ll be accountable for support performance but also empowered to shape its future - from process improvement and customer satisfaction to talent development and cross-department collaboration.

Benefits

We value our people and offer a strong benefits package in return:

• Hybrid / flexible working

• 25 days holiday plus 8 bank holidays (with the option to buy or sell holiday)

• Private healthcare

• Employee referral bonus scheme

• Free on-site parking