Software Support Manager

IT & Technology
United Arab Emirates
November 15, 2025
Full Time

Job Overview

Job Description

411_2675593

Join to apply for the Software Support Manager role at Dicetek LLC .

Job Summary

The Software Support Manager oversees the software support team and ensures that end users receive timely, efficient, and knowledgeable assistance with the company’s software products. The manager plays a pivotal role in maintaining client relationships and ensuring client satisfaction by providing top-notch support services.

Operational Roles

  • Team Leadership and Management:
  • Lead, train, and mentor the support team.
  • Conduct performance reviews and provide feedback.
  • Manage resources, scheduling, and workload.
  • Client Support:
  • Address customer issues promptly and accurately.
  • Escalate critical issues.
  • Analyze support metrics for improvements.
  • Operational Efficiency:
  • Implement and oversee support tools and best practices.
  • Streamline support processes.
  • Maintain support documentation and knowledge base.
  • Collaboration and Communication:
  • Coordinate with product development and QA teams.
  • Facilitate inter-department communication.
  • Report support metrics to management.
  • Continuous Improvement:
  • Stay updated with industry best practices.
  • Organize training sessions.
  • Gather customer feedback for improvements.

Minimum Qualifications

  • Bachelor’s Degree in Computer Science, Engineering, or related field.
  • ITIL or ISO20000 certification.

Work Experience

  • 8+ years relevant experience.
  • Experience with ITSM tools like BMC Remedy.

Preferred

  • Knowledge of Tax domain.
  • 3+ years testing SAP applications.

Additional Details

  • Seniority level: Not Applicable
  • Employment type: Contract
  • Job function: Project Management and IT
  • Industries: IT Services and Consulting

This job is active and accepting applications.

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2025-11-11 12:40:22

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