Software Support Manager KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Software Support Manager

1. Customer Support Management

KRA: Ensuring timely and effective resolution of customer issues to maintain high satisfaction levels.

Short Description: Managing customer support operations for software products.

• Customer satisfaction score (CSAT)
• Average response time to customer queries
• Resolution rate of customer issues
• Net Promoter Score (NPS)

2. Team Leadership and Development

KRA: Building and leading a high-performing support team through training and mentorship.

Short Description: Developing and managing the support team effectively.

• Employee satisfaction and retention rate
• Training completion rates
• Team performance metrics improvement
• Number of team members promoted or recognized

3. Incident Management

KRA: Implementing efficient incident management processes to minimize downtime and disruptions.

Short Description: Handling and resolving software incidents promptly.

• Mean Time to Repair (MTTR)
• Incident response and resolution time
• Incident recurrence rate
• Incident severity levels and escalations

4. Knowledge Management

KRA: Developing and maintaining a knowledge base to enable quick and accurate issue resolutions.

Short Description: Managing support documentation and resources.

• Knowledge base utilization rate
• Accuracy of knowledge base information
• Knowledge sharing within the team
• Knowledge base update frequency

5. Performance Reporting and Analysis

KRA: Generating performance reports and analyzing support metrics for continuous improvement.

Short Description: Monitoring and analyzing support performance data.

• Monthly support performance reports accuracy
• Trend analysis of support metrics
• Identification of improvement areas from data analysis
• Implementation of performance improvement initiatives

6. Escalation Handling

KRA: Managing escalated cases effectively to ensure prompt resolution and customer satisfaction.

Short Description: Handling escalated customer issues efficiently.

• Escalation resolution time
• Customer feedback on escalation handling
• Reduction in repeat escalations
• Resolution rate of escalated cases

7. Vendor Management

KRA: Overseeing relationships with external vendors to ensure timely delivery of support services.

Short Description: Managing vendor contracts and performance.

• Vendor response time to support requests
• Vendor SLA adherence rate
• Quality of support services provided by vendors
• Cost-effectiveness of vendor contracts

8. Continuous Improvement Initiatives

KRA: Leading continuous improvement projects to enhance support processes and efficiency.

Short Description: Driving improvement initiatives within the support department.

• Number of implemented process improvements
• Reduction in support ticket resolution time
• Employee suggestions implemented for process enhancement
• Overall impact of improvement projects on support performance

9. Compliance and Quality Assurance

KRA: Ensuring compliance with regulatory requirements and maintaining high-quality support standards.

Short Description: Monitoring support operations for compliance and quality.

• Compliance audit results
• Quality assurance scores for support interactions
• Adherence to service level agreements (SLAs)
• Corrective actions taken for compliance or quality issues

10. Stakeholder Communication

KRA: Establishing effective communication channels with internal teams and stakeholders for seamless support delivery.

Short Description: Facilitating communication for support operations.

• Feedback from internal teams on support communication
• Timely updates to stakeholders on support initiatives
• Cross-departmental collaboration effectiveness
• Improvement in stakeholder satisfaction scores