Support Services Manager

4 weeks ago

Tamworth, Australia ClearCompany Full time

Overview

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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