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.
- 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.