Customer Support Manager

Harris Health Alliance, a Harris Computer company, are recruiting for a Customer Support Manager on a permanent, remote-working basis.

We’re seeking a Customer Support Manager to lead our Application Support team in delivering excellent service to our users.

You’ll be responsible for overseeing day-to-day support operations, ensuring adherence to SLAs, coaching team members, and driving continuous improvement in customer satisfaction and service delivery.

You’ll work closely with technical teams, product owners, and senior stakeholders to escalate issues, resolve systemic problems, and help roll out service improvements.

What you will do

In performing this role your core duties will include (but will not be limited to):


* Leading and managing the Application Support team, setting priorities, monitoring performance, and ensuring timely and effective resolution of customer issues


* Acting as an escalation point for complex or sensitive support queries, liaising with internal teams to drive resolution


* Monitoring and reporting on service desk KPIs, customer satisfaction, SLA compliance, and overall support effectiveness


* Championing a customer-centric culture by promoting professionalism, empathy, and accountability within the support team


* Identifying process improvements, contribute to automation and monitoring strategies, and support the roll-out of service enhancements


* Coordinating training and onboarding of new support team members, ensuring documentation and knowledge-sharing practices are in place

What we are looking for

We’re looking for a strong communicator and hands-on leader who is passionate about delivering great customer experiences.

You’ll be a problem-solver and team-builder, capable of juggling priorities while staying calm under pressure.

We embrace a set of values that guide how we work together — we aim to foster an environment of respect, integrity, and continuous improvement.

We value leadership as much as technical understanding — you don’t need to know every detail of the underlying systems, but you do need to be comfortable working with technical teams and helping your team succeed.

At times you may need to attend a customer’s premises, it is highly desirable that you are able and willing to do so on occasion.

In terms of relevant skills and experience, you will have:


* Proven experience in customer service or application support leadership role


* Strong people management skills, including coaching, performance management, and conflict resolution


* Excellent communication skills — able to convey technical and non-technical information clearly


* The ability to analyse service performance metrics and implement data-driven improvements


* A customer-focused mindset with a commitment to service excellence


* Confidence managing multiple priorities in a dynamic and fast-paced environment


* A good working knowledge of Microsoft O...