Regional Support Manager

7 days ago

Sydney, New South Wales, Australia Intersystems Full time

**Job Summary**

This position is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments across the ANZ Region. Responsible for proactive planning, support, and organisation of the regional team in accordance with both global and regional requirements. This role supervises both the Support and Services teams and while the focus is ANZ, some services are also provided to SEA and China.

**Responsibilities**
- Supervise Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
- Work with the other department leads to ensure Support and Services are provided in line with both regional and global strategy and priorities.
- Assist with the identification and setting of KPIs and targets to constantly improve the service offering.
- Gather and analyse metrics to benchmark workload/performance and identify trends in Service Desk related issues.
- Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customers' satisfaction.
- Work with end-users and partners/providers to minimise impact of service interruptions.
- Ensure proper resolution of any issues as established in the SLA.
- Manage "on-call" support outside of regular business hours as needed.
- Complete special projects as requested and identify areas for improvement.
- Identify repeated issues and partner with regional and core Product and Development teams to progressively improve the product.
- Ensure effective flow of communication among management, and staff both within the customer and internally, including proper escalation of issues to various departments and/or management both regionally and globally.
- Ensure operational best practices for all aspects of the Support service.
- Work with product and development teams to continually refine and improve the end-user experience.
- Ensure proper follow-up and documentation in response to all incidents and changes reported.
- Other duties as may be assigned by the department Director.

**Experience and Qualifications**
- 8 years' experience in an Information Technology Support area
- Proven leadership ability and the ability and passion to drive cultural change.
- Experience providing support from both service and development perspectives
- Knowledge of software development & support methodologies e.g. ITIL

**Education and Training**
- Bachelor's degree in Healthcare, Computer Science or a related field

**About InterSystems**:

  • Regional Operations Manager – Supported Independent Living

    4 weeks ago

    Sydney, New South Wales, Australia Allara Support Services Full time

    Regional Operations Manager – Supported Independent LivingAdd expected salary to your profile for insightsREGIONAL OPERATIONS MANAGER – Supported Independent LivingLocation: Penrith Head Office | Travel across NSWJoin Allara Support Services, the Supported Independent Living experts, on a mission to reimagine disability support across NSW. We're bold,...

  • Regional Manager

    5 days ago

    Sydney, New South Wales, Australia Southern Cross Support Services Full time

    Full time position with a monthly RDO- Extensive NDIS knowledge is essential- Join a growing organisation in the Community Services sectorAre you a Dynamic Leader with a passion for helping people?Kanda is a NDIS and Child Safety provider servicing Queensland with our head office based in Bundaberg. Our core business is to provide a range of disability and...

  • Regional Support Manager

    5 days ago

    Sydney, New South Wales, Australia Catholic Healthcare Full time

    **Job Description**:- ** Newly created operational & leadership role - 3 vacancies**:- ** Purpose driven, leading Aged Care services provider**:- ** Flexible working + travel involved (Head office in Macquarie Park)**:- ** Competitive salary + 6 extra leave days per year + NFP tax free benefits**Catholic Healthcare is a trusted, leading not-for-profit...

  • Regional Support Manager

    2 weeks ago

    Sydney, New South Wales, Australia Estia Health Full time

    Join to apply for the Regional Support Manager role at Estia HealthAbout Estia Health: At Estia Health, we're more than just a workplace: we're a community dedicated to enriching lives and making a difference in aged care. With over 13,000 employees across 87 homes in Queensland, New South Wales, South Australia and Victoria, you will play a part in...

  • Regional Support Manager

    2 days ago

    Sydney, New South Wales, Australia Estia Health Full time

    Join to apply for the Regional Support Manager role at Estia HealthAbout Estia Health: At Estia Health, we're more than just a workplace: we're a community dedicated to enriching lives and making a difference in aged care. With over 13,000 employees across 87 homes in Queensland, New South Wales, South Australia and Victoria, you will play a part in...

  • Regional It Manager

    4 days ago

    Sydney, New South Wales, Australia Turner & Townsend Full time

    Company DescriptionAt Turner & Townsend we're passionate about making the difference. That means delivering better outcomes for our clients, helping our people to realize their potential, and doing our part to create a prosperous society.Every day we help our major global clients deliver ambitious and highly technical projects, in over 46 countries...

  • Individual Support Worker

    7 days ago

    Sydney, New South Wales, Australia Regional Youth Support Services Full time

    Individual Support Workers engage with carers and young people to deliver assistance to clients under the NDIS. Young people with varying abilities are supported at RYSS, and this includes people with mental illness, and intellectual disabilities. Support is delivered in the context of both Core and Capacity Building Supports under NDIS. These supports...

  • Region Support Officer

    7 days ago

    Sydney, New South Wales, Australia Scouts Nsw Full time

    **Organisational Environment**For more than 100 years, Scouting has enabled young people to participate in outdoor adventure activities and push personal boundaries, developing their resilience, confidence, and leadership capabilities. Scouting is shaping the future by giving young people the opportunities and the support to thrive and be heard.Our...

  • Manager, Regions

    6 days ago

    Sydney, New South Wales, Australia The Royal Australasian College Of Physicians Full time

    Posted: 16/06/2025Closing Date: 30/06/2025Job Type: Permanent - Full TimeLocation: Sydney CBDJob Category: Executive & Strategic Management**About the RACP**The Royal Australasian College of Physicians (RACP) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support the...

  • Regional Manager

    1 week ago

    Sydney, New South Wales, Australia Industrie Full time $90,000 - $100,000 per year

    Regional Manager - NEW SOUTH WALESINDUSTRIE is one of Australia's most entrepreneurial, fresh and dynamic retailers. If you have a passion for retail and great product this is the job for you.What we are looking for?Energised, career driven REGIONAL MANAGER who knows what it takes to lead a team to provide exceptional customer service in a sales driven...