Software Support

2 weeks ago

Lahore, Punjab, Pakistan Camden Health System Full time 900,000 - 1,200,000 per year

Job Title:
Software Support & Implementation Manager

Location:
Johar Town, Lahore

Type:
Full-time

Experience Level:
4–6 Years (with at least 2 years in a same domain of HIMS)

Reporting to:
Head of Operations / Director IT

About the Role

We are looking for an experienced and proactive
Software Support & Implementation Manager
to lead our implementation and support teams. This role involves managing end-to-end software deployment, ensuring smooth client onboarding, handling escalations, and maintaining service excellence. The ideal candidate should have strong leadership skills, a solid technical background, and a passion for delivering high-quality solutions to clients.

Key Responsibilities

Implementation Management

  • Lead software implementation projects from planning to successful go-live.
  • Ensure all deployments meet client requirements and organizational standards.
  • Oversee client training and handover processes.

Support & Client Services

  • Manage the support team to ensure timely resolution of client issues.
  • Act as the escalation point for critical client concerns.
  • Monitor service levels and ensure SLA compliance.

Team Leadership & Coordination

  • Supervise, mentor, and evaluate the performance of support and implementation teams.
  • Coordinate with software development and QA teams for issue resolution and product improvements.
  • Conduct regular team meetings and progress reviews.

Reporting & Continuous Improvement

  • Prepare periodic reports on project status, support performance, and client feedback.
  • Suggest process improvements to enhance client satisfaction and team efficiency.
  • Contribute to the strategic planning of product enhancements and new features.

Required Skills & Experience

  • Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).
  • 4–6 years of proven experience in software support and implementation, with at least 2 years in a managerial role.
  • Strong technical understanding of software deployment, troubleshooting, and client training.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to manage multiple projects under pressure and deliver results on time.
  • Proficiency in MS Office / Google Workspace; familiarity with project management or CRM tools is a plus.

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