Application Support Manager

4 days ago

Singapur, Singapore Assurance Technology Pte Ltd Full time

Assurance Technology Pte Ltd – Jurong Town We are seeking a proactive and experienced Clinic Management Software Support Manager to lead our support team and ensure the smooth operation of our clinic management software across client sites. This role requires both managerial and technical skills to coordinate the support team, oversee incident resolution, maintain high customer satisfaction, and act as an escalation point for complex technical issues. Key Responsibilities Supervise and lead the support team to provide timely and effective support to end users (clinics, healthcare professionals, and internal staff). Monitor team performance through KPIs and SLAs, providing coaching and training as needed. Organise regular team meetings, briefing, and performance reviews. Schedule Saturday duty and manage workload distribution across the support team. Ensure all support tickets, email and WhatsApp are resolved efficiently and documented properly in the helpdesk system. Act as a point of escalation for complex or critical issues that require deeper troubleshooting or coordination with developers. Analyse recurring issues and work with product and development teams to identify and implement long-term solutions. Maintain an up-to-date knowledge base for internal and clients use. Oversee the operational stability of the clinic management software. Coordinate with IT and Development teams to ensure software updates, patches, and bug fixes are roll out smoothly. Monitor system performance, uptime, and key functionality used by clients. Ensure compliance with data protection regulations and internal IT policies. Maintain strong relationships with clinic managers and end-users. Conduct regular feedback sessions and surveys to measure client satisfaction and identify improvement areas. Assist with onboarding new clients and training them on the software when needed. Requirements Bachelor’s degree or Diploma in IT, Computer Science, Health Information, or related field. 3+ years of manager role experience in software support, preferable in healthcare or clinic management software. Strong understanding of clinic workflows and healthcare software. Excellent leadership, communication, and problem-solving skills. Experience with helpdesk / ticketing tools. Ability to diagnose and resolve technical software issues efficiently. Customer-focused mindset with strong interpersonal skills. Familiarity with databases, APIs, and basic troubleshooting of web-based applications. Preferred Experience working with CMS systems. Basic SQL knowledge. Experience with IT service management frameworks. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr

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