Support Manager - Accounts Software

A new role in a perfectly formed mid-size accounting software consultancy of around 30 people, for a mid-range Support Analyst with accounting software application support experience, to run and manage a small support team, and oversee the client base. To £50k.

This job is to learn the ropes and the software, and then to take over as Support Manager and run the team of 3 Application Support people and possibly to manage the software developer once you are established. You will need to train the team in the new finance software solutions that the company will be bringing on board. Plus, you will need to hire new staff to replace 2 of the team who are retiring in the next year, after many years of service. Bringing some new blood into the mix, will ramp things up and give you an opportunity to mentor and mould them.

It's a very flexible working environment, but you will need to be in the office in Hertfordshire for 2 days a week, probably for the first 3 - 6 months, until you have everything running smoothly and you['ve got to know everyone.

This will suit anyone with some accounting systems application support, who has some experience of managing, training, and mentoring people, is personable, great with customers, and enjoys developing people and watching them grow and learn. You're probably looking for a long-term stable role without too much pressure - they concentrate here on everyone having a good life, and that takes priority.

You need experience supporting accounting or finance solutions such as Access Dimensions, PS Financials, Xero, Pegasus Opera, Infor, Dynamics NAV, Sage 200, Pegasus Opera, Unit4, SunSystems, SAP Business One, Dynamics GP, Iris Exchequer, Coda Dream, or similar.

The Job:

• Managing, mentoring, and training a support team of three, possibly 4 with the developer
• Ensuring each support issue is properly documented and tracked from the initial logging of the call through to its resolution, including escalated issues, and ensuring SLAs are met and the team are following support procedures.
• Producing clear and detailed support documentation in the form of user guides, and training guides for customers
• Liaising with clients to ensure a smooth process from software rollout to end-user training
• Recommend improvements to working practices to increase the efficiency of the support team and improve customer service and satisfaction levels
• Identify development and self-development opportunities for the team
• Software testing, upgrades, and project delivery handovers, and internal training of the support team
• Hands-on application support to fill in for gaps where required

This consultancy is a solid accounting software company who have been around for nearly 40 years. They sell 3 cloud solutions; 2 are accounting systems and the other is a business intelligence and reporting solution. Clients stick with them for the long term, they have built strong, loyal relationships with them, and they provide a safe place for customers to get their accounting software and the support they provide is solid, and reliable.

Contact Jake King or Carolyn MacLurg at Ambis Resourcing for more info.