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

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