Expertise Centre Manager Job Windsor area,England UK,Management

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they're needed, when they're needed.

We're one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world.

With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics‑intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what's most important to them. Learn more at

We're growing fast and invite you to join our amazing team.

Mission — Why the Job Exists

Lead and develop the UK Expertise Centre supporting Box Top, our business‑critical supply chain and freight management software. Your mission is to build a high‑performing, technically capable and resilient support operation that delivers consistently strong service, resolves complex customer issues effectively, and evolves to meet the changing needs of our customers and business.

Outcomes — What Success Looks Like

Deliver strong and consistent service performance by ensuring incidents and requests are appropriately prioritised, owned and progressed against agreed SLAs and KPIs, with customers kept informed through to resolution.

Build and develop a high-performing UK Expertise Centre team with clear expectations, effective workload management and strong accountability for individual, team and customer outcomes.

Increase the technical capability and self‑sufficiency of the team by identifying knowledge gaps and implementing targeted coaching, training, knowledge sharing and improved diagnostic documentation across Box Top and its supporting technologies.

Strengthen the management of complex escalations and major incidents
, providing clear senior ownership and coordinating effectively with R&D, Product, Professional Services and other teams to achieve timely and sustainable resolutions.

Build trusted relationships with key customers through proactive communication, effective service reviews, transparent management of outstanding issues and early identification of emerging service risks.

Reduce recurring incidents and improve service quality by analysing trends, strengthening problem management, leading lessons‑learned reviews and translating root causes into measurable preventative actions.

Develop a scalable and resilient support operation through effective recruitment, onboarding, coaching, performance management, workforce planning and knowledge sharing within a 24/7, business‑critical environment.

Skills & Competencies — How the Work Gets Done

You are an experienced support leader who can combine strong people leadership with technical curiosity, sound judgement and a clear focus on customer outcomes. You are comfortable operating in a business‑critical software environment where priorities can change quickly and effective ownership and communication matter.

You will bring:

Proven experience leading and developing a technical, application…