Head of Software Support

• Lead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvement
• Own service performance including SLAs, response and resolution times, customer satisfaction, and backlog health
• Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions
• Strengthen incident, problem, and change management processes
• Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence
• Drive improvements in knowledge management and self-service
• Act as a senior point of escalation for customers and internal stakeholders
• Use data and insight to identify trends, risks, and opportunities for improvement including those involving AI

Requirements

• Proven leadership experience across software or application support teams
• Strong understanding of IT service management principles
• Experience managing complex incidents and customer environments
• Confidence working with data, KPIs, and service reporting
• Excellent communication and stakeholder management skills
• A continuous improvement mindset and the ability to lead through change
• Someone who can be part of a strong management team and contribute ideas
• Experience in healthcare, social care, education, or other regulated sectors is highly beneficial.

Core Competencies

Demonstrates strong leadership in managing multi-disciplinary support teams, focusing on service performance, incident management, and continuous improvement. Proficient in utilizing data and insights to drive operational enhancements and stakeholder engagement in regulated sectors.

Highest-signal resume keywords

• Leadership Experience
• IT Service Management
• Incident Management
• Data Analysis
• Stakeholder Management

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• Change Management
• Service Level Agreements (SLAs)
• Key Performance Indicators (KPIs)
• Service Reporting

Soft Skills

• Communication Skills
• Collaboration
• Continuous Improvement Mindset

Industry Keywords

• Healthcare
• Social Care
• Education
• Regulated Sectors

Tools & Technologies

• Knowledge Management Systems
• Self-Service Platforms