Support Services Manager

Contract Type:

Location:

Sydney - NSW 

Industry:

IT

Category:

Management

Contact Name:

Chloe Fearn

Contact Email:

chloe.fearn@pra.com.au

Date Published:

09-Oct-2025

Support Services Manager 

Sydney | Australian Citizenship Required
$160k + Super
 
I am looking for a Support Services Manager to lead a high-performing team responsible for delivering exceptional customer support across a complex enterprise software environment.
 
In this role, you'll ensure the highest levels of customer satisfaction, responsiveness, and service quality, while continuously improving ITIL-based support processes and advocating for customer needs across the business.
 
You'll be managing a talented support team, driving efficiency and consistency in service delivery, and ensuring customers experience proactive, high-quality technical support.
 
Key Responsibilities

  • Oversee all aspects of support delivery, including staffing, systems, processes, and service standards.
  • Lead, mentor, and develop a customer-focused support team, ensuring responsiveness and accountability.
  • Manage service queues proactively and ensure compliance with SLAs.
  • Collaborate across departments to share insights and reduce recurring issues.
  • Use data and trend analysis to forecast resource needs and identify improvement opportunities.
  • Champion ITIL service management maturity and continuous improvement initiatives.
  • Maintain and evolve internal knowledge management practices and documentation.
What You'll Bring
  • Bachelor's degree in Business, IT, or related field (or equivalent experience).
  • 3-5 years' experience in software application support or service management.
  • Proven team leadership experience in a technical support or customer service setting.
  • Strong understanding of ITIL-based service management principles.
  • Technical proficiency in Microsoft 365, Azure, networking, and cloud technologies.
If you are interested in applying, please share your CV to chloe.fearn@pra.com.au, and follow with a phone call to 0483 967 570.

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APPLY NOW

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