ERP Support Manager

3 weeks ago

Dublin, Dublin City, Ireland e-Frontiers Full time
ERP Support Manager
Location: Dublin (Hybrid working)
75-80k plus package

Role Overview:
We are seeking a highly motivated Support Manager to lead and manage ERP Support function. This is a key leadership role, responsible for ensuring the delivery of high-quality, customer-focused support services to our growing customer base.
The Support Manager will lead a team of support analysts, manage support processes and SLAs, and drive continuous improvement across our support operations. This role is also critical in maintaining strong customer relationships, managing escalations, and ensuring a smooth transition of projects from delivery into support.

Key Responsibilities:
Team Leadership & Management:

Lead, manage, and develop the Support Team (functional and technical analysts).
Allocate support tickets and ensure workload is balanced and prioritised appropriately.
Conduct regular 1:1s, performance reviews, and coaching for team members.
Foster a collaborative and customer-first team culture.
Support Operations Management:

Manage the day-to-day operations of the Support Desk, ensuring SLAs and response times are met.
Oversee the triage, investigation, and resolution of customer issues.
Implement and optimise support processes, procedures, and documentation.
Maintain accurate records in our ticketing system (e.g., Salesforce Case Management).
Customer Relationship Management:

Be the senior point of contact for customer escalations within Support.
Ensure clear communication and expectation management with customers.
Collaborate with the Delivery Team to ensure smooth project handovers into Support.
Continuous Improvement & Reporting:

Monitor key support metrics and prepare regular reports for management.
Identify recurring issues and work with internal teams to implement root cause fixes.
Contribute to knowledgebase development and customer self-service resources.
Strategic Contribution:

Work with the leadership team to define and evolve the Support service offering.
Support the development of managed service offerings or support packages.
Stay up to date with Epicor ERP developments and best practices in customer support.

Key Skills & Experience:

5+ years experience in a customer support or managed services environment, ideally within ERP or enterprise software.
Previous experience managing a support or service delivery team.
Strong understanding of ITIL or similar support frameworks.
Hands-on experience with Salesforce and Certinia PSA administration.
Excellent communication and stakeholder management skills.
Ability to lead, motivate, and develop a high-performing team.
Strong organisational skills with the ability to manage multiple priorities.
Experience with Epicor ERP is highly desirable but not essential.

What We Offer:

Competitive salary and benefits package.
Opportunity to lead and shape the Support function within a growing ERP consultancy.
Career development opportunities within an established and respected ERP partner.
A collaborative and supportive team environment

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