Senior Director of Technical Support

3 weeks ago


Sydney, New South Wales, Australia Civica Full time

We are Civica, a software company that enables public services to deliver critical services for citizens worldwide. From local government to central governments, education, and healthcare, our software supports over 5,000 public bodies across the globe, serving more than 100 million citizens.

As a GovTech champion, we aim to support the needs of citizens and public sector organizations. With 21 years of continuous growth and success, we are at a pivotal point in realizing our aspiration. Our team is passionate about using technology to improve outcomes for citizens and public sector organizations.

About Us

Civica is a leading provider of software solutions for public services. We help our customers achieve their goals by providing innovative, effective, and efficient solutions.

About the Role

The Senior Director of Technical Support will lead our support teams, processes, and technology, ensuring exceptional customer service and operational support. This role requires strategic thinking, problem-solving skills, stakeholder management experience, and the ability to operate in a fast-paced environment.

Key Responsibilities:

  • Plan, budget, and coordinate the performance of the technical support function to consistently meet customer satisfaction and operational targets.
  • Maintain knowledge of changing technologies and products supported for customers.
  • Recruit and develop a high-performing support team, providing opportunities for career and skills growth.
  • Lead, direct, and motivate the team to deliver exceptional support excellence and business outcomes.
  • Define, manage, and report on KPIs against support activities.
  • Analyze support data to identify efficiencies and areas for improvement.
  • Champion continuous process improvement and innovation to drive improvement in support KPIs.

Requirements

This role requires a strong background in technical support leadership, with experience in managing teams, developing strategies, and analyzing data. The successful candidate will have excellent communication and leadership skills, with the ability to work in a fast-paced environment.

Salary Range

$120,000 - $180,000 per annum, depending on experience.



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