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Software Support Manager Jobs in Delaware (NOW HIRING)

Essity

IT Onsite Support Specialist

Dover, DE · On-site

IT Onsite Support Specialist Who We Are Essity is a global leader in health and hygiene ... Experience in managing IT assets, including hardware and software inventory, licensing, and ...

ECCLESIASTES INC

Software Engineer

Newark, DE · On-site

Automate provisioning, configuration and management of server infrastructure using a configuration ... Develop architectures and procedures, analyze existing setups, and support effective infrastructure ...

Ecclesiastes, Inc.

Software Engineer

Newark, DE · On-site

Automate provisioning, configuration and management of server infrastructure using a configuration ... Develop architectures and procedures, analyze existing setups, and support effective infrastructure ...

ApplyMint

Software Engineer

Dover, DE · On-site

The Software Engineer will report to the Application Development Manager responsible for the ... Access to support services such as Professional Counseling Services, Legal Services, Financial ...

Conduent, Inc.

Software Developer

New Castle, DE · On-site

Reporting issues and status to management, as directed. * Understanding and adhering to established ... We support you as you invest in your future. * Employee Discounts: We offer you access to a vast ...

Imagine Staffing Technology

Software Engineer

Wilmington, DE · On-site

$51.31 - $85.51/hr

This position also involves participating in code reviews, supporting agile development initiatives ... Prepare and manage the technical component of project plans. * Participate with other Development ...

Conduent, Inc.

Software Developer

New Castle, DE · On-site

Reporting issues and status to management, as directed. * Understanding and adhering to established ... We support you as you invest in your future. * Employee Discounts: We offer you access to a vast ...

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Software Support Manager information

What does a software support manager do?

A Software Support Manager oversees the support team responsible for assisting clients and end-users with software-related issues. They manage daily operations, ensure timely resolution of technical problems, and work to improve customer satisfaction. The role often involves coordinating with development teams to address bugs, implementing support processes, and training staff. Software Support Managers also analyze support metrics to optimize performance and may assist in developing documentation or training materials.

How does a software support manager typically balance technical troubleshooting with team leadership responsibilities?

A Software Support Manager often divides their time between overseeing the support team’s daily operations and directly handling complex technical issues that require advanced expertise. While they may step in to resolve escalated customer problems, much of their role involves mentoring support staff, coordinating training sessions, monitoring performance metrics, and optimizing support processes. Effective managers also collaborate closely with development teams to communicate recurring software issues and recommend improvements, ensuring both customer satisfaction and continuous product enhancement.

What are the key skills and qualifications needed to thrive as a software support manager, and why are they important?

To thrive as a Software Support Manager, you need strong technical knowledge of software products, troubleshooting expertise, and experience in customer service or IT support, often backed by a relevant degree. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and ITIL or similar certifications is typically required. Exceptional leadership, communication, and problem-solving skills set outstanding managers apart by enabling them to guide teams and resolve client issues effectively. These competencies are crucial for ensuring timely customer support, maintaining high client satisfaction, and leading a productive support team.

What is the difference between Software Support Manager vs Software Support Specialist?

AspectSoftware Support ManagerSoftware Support Specialist
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesProvides technical support, troubleshoots issues, assists customers directly
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, product knowledge
CertificationsITIL, CompTIA, relevant technical certificationsCompTIA A+, Microsoft Certified, product-specific certifications
Work EnvironmentOffice-based, team management, coordination with other departmentsCustomer support centers, remote or on-site troubleshooting

The main difference between a Software Support Manager and a Software Support Specialist lies in their scope of responsibilities. Managers oversee support teams and strategic planning, while specialists focus on direct technical support. Both roles require technical knowledge and certifications, but managers emphasize leadership and coordination skills.

IT Onsite Support Specialist

Dover, DE • On-site

Essity
Health and Personal Care Stores • 10K+ employees
Learn more about Essityexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 4 days ago

Essity rating

7.1

Company rating: 7.1 out of 10

Based on 22 frontline employees who took The Breakroom Quiz

Job description

IT Onsite Support Specialist
Who We Are
Essity is a global leader in health and hygiene headquartered in Stockholm, Sweden, with a North American headquarters located in Philadelphia, PA. We are a multi-billion-dollar company with a purpose to break barriers to well-being for the benefit of consumers, patients, care givers, and customers across the globe. We do this through innovations in our Professional Hygiene, Personal Care, and Health & Medical business units that provide hygiene and health solutions to over a billion people every day worldwide.
Working at Essity is more than a career, it is where you will play your part in a better future, to improve well-being for people and have opportunities to drive positive change for society and the environment. As an employee at Essity, you will belong to a team where you feel valued, are safe, supported to grow and challenged to generate business results in a friendly and open atmosphere.
About the Role
Essity is looking for an experienced IT Onsite Specialist who will assist with Digital Workplace-related systems as well as Operational Technology at the location as required. The role works closely with on-site business stakeholders and IT teams to ensure the smooth operation of IT systems, while tracking requests and their resolutions. Initially this position will be heavily involved in migration from the previous systems to Essity's business, IT and manufacturing ecosystem. This is an excellent opportunity for professional development within the Global Supply Chain Onsite IT!
The ideal candidate will live in the Dover, Delaware area.
We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.
What You Will Do
  • Being specialist or expert in relevant IT areas and identifying improvement possibilities and taking initiatives to drive changes in relation to service levels in their areas of expertise
  • Support managing local servers and networks in collaboration with global IT teams. Processing and taking ownership of tickets from customers.
  • Monitor onsite systems to ensure optimal operation, address any occurring performance issues and prevents issues by working proactively
  • Manage the installation and replacement of end user IT workplace equipment (pc's, smartphones, printers, collaboration tools) as required.
  • Administration of IT assets (hard- and software) and facilitate training and education for users in relation to the supported services and solutions
  • Ensuring (internal and external) that audit requirements are fulfilled
  • Understands how IT solutions are supporting business critical processes for each location supported
  • Independently diagnose and troubleshoot technical issues efficiently, ensuring minimal disruption to operations.
  • Ensure documentation of processes, issues, resolutions, and system configurations accurately and in the standard agreed IT tools.
  • Follow IT security protocols, company IT compliance standards and IT operational processes (i.e. Incidents reporting, time reporting).
  • Participate in On-Call rotation for 24/7 support where required
  • Ability to lift to 50 pounds
  • Travel: Ability to travel between local support sites and support remotely at other locations, if necessary.

Who You Are
  • 3-5 years of relevant work experience
  • Experience delivering IT Support & Solutions to Supply Chain locations or relevant similar experience
  • Bachelor degree or equivalent certifications/experience in relevant field
  • Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
  • Analytical and problem-solving skills to troubleshoot and diagnose issues
  • Observational skills to recognize warning signs that indicate potential problems
  • Customer service skills to interact professionally and positively with stakeholders, employees and coworkers
  • Organization skills to help maintain work space efficiency
  • Willingness to lead and work with project teams
  • Knowledge or experience of commonly used Essity software, hardware and applications. (Office and relevant factory systems)
  • Proven experience with IT Service Management tools and ticketing systems.
  • Experience in managing IT assets, including hardware and software inventory, licensing, and maintenance tracking.
  • Very good understanding of IT security principles, including firewalls, antivirus software, encryption, and secure password management.
  • Familiarity with cloud platforms and collaboration tools.

What We Can Offer You
At Essity, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Compensation and Benefits:
Expected Compensation
Competitive annual salary + annual incentive bonus + benefits
Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience.
Along with competitive pay you will be eligible for the following benefits:
  • United Healthcare PPO / EyeMed Vision Insurance / Delta Dental Insurance

  • Wellness program provided through Rally

  • Healthcare and Dependent Care Flexible Spending Accounts (FSA)

  • 401(k) with employer match and annual employer base contribution

  • Company paid Basic Life, AD&D, short-term and long-term disability insurance

  • PTO offering with Paid Holidays

  • Scholarship program for children of Essity employees.

Additional Information
The Company is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.
If you require reasonable accommodation as part of the application process please contact EssityHRNorthAmerica@essity.com
Together, we are improving lives, every day
Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.
Application End Date:
Job Requisition ID:
Essity261750

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