Support Team Manager (Sydney)
Support Team Manager (Sydney)
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Job Description
The Opportunity
We are seeking a highly skilled Support Team Manager to guide and elevate our support services team based in Sydney. You will play a critical role in ensuring the daytoday efficiency of support operations while mentoring staff optimizing internal processes and leading key initiatives such as automation ticketing improvements and knowledge base development.
Why Join
This is a pivotal role and our Sydneybased support team is at the heart of this mission ensuring operational excellence and continuous improvement across our global footprint. You will have the opportunity to directly influence how we support global operations while nurturing a growing and motivated team drive best practices and make highimpact improvements that directly affect business success. Youll also play a key part in establishing a highperforming team that operates smoothly with minimal oversight.
If youre adept at employing your existing leadership skills to improve morale and retention have significant experience designing delivering new knowledge bases and implementing support automation tools that significantly reduce ticket volume we need to have a conversation. Your background and experience will propel the responsiveness and effectiveness for the Sydney team and in doing so youll participate in guiding the transformation of a highgrowth company offering products our customers need during a moment that shapes the future for those they love most. Every day youll tackle complex challenges using the latest technologies within an inclusive collaborative environment where each team member is empowered by mission committed to protection and dedicated to creating legacies.
The Role
As the Support Team Manager you will be part of a global support team and you will be responsible for overseeing the resource planning for the support team in Australia with global coverage if needed. This role involves looking after the support teams performance identifying areas for improvement and acting as an escalation point for the team. The Support Team Manager will continuously coach and train the team in various support areas technical details and customer service. Additionally the role includes leading and overseeing the development of each team member through 121 catchup meetings adhoc meetings and reviews of objectives.
Responsibilities
- Manage mentor and support a technical support team during operational hours (rotating 8am7pm coverage).
- Foster a positive and empowered team culture encouraging ownership and professional growth.
- Oversee triage and resolution of support tickets ensuring highquality service across multiple regions (AU UK CA US Ireland Vietnam).
- Collaborate crossfunctionally with product engineering and operations teams to improve service delivery.
- Own and the and advance the ITSM platform (Zendesk) e.g. ServiceNow/Jira Service Management) and its integrations with monitoring CMDB and identity systems including Jira Shortcut.
- Deploy AIassisted diagnostics virtual agents and RPA to eliminate lowvalue manual work
- Incident Management by leveraging toolsets e.g. PagerDuty.
- Partner with Product Engineering to embed observability hooks that give Tier 2 direct insight into application health.
- Design and implement improvements to the support knowledge base and explore opportunities for automation and support bots.
- Contribute to process improvement initiatives including documentation best practices and service workflows.
- Support the rollout and improvement of internal tools and systems including SSRS Azure DevOps and Elastic Search querying.
- Participate in regulatory audits including ISO 27001aligned playbook.
- Assist in creating a businessfacing health dashboard showing SLA attainment MTTR NPS/CSAT and backlog burndown in real time.
- Adoption and advancing AI tools and automation within the support services activities.
- Play an influential role attaining Sub10 minute live response 95 % firstcontact resolution for Tier 1 and Tier 2 issues as well as reaching 80 % of recurring requests fully automated via selfservice chatbots or zerotouch tooling.
Qualifications :
Qualifications
- Proven experience managing a technical support/helpdesk or service operations team.
- Strong SQL skills including ability to work with stored procedures temp tables joins and data manipulation.
- Track record of hitting aggressive SLA targets while scaling headcount and spend responsibly.
- Subject matter expert in ITIL incident/problem/change practices; ITIL 4 or HDISCTL certifications a plus.
- Handson familiarity with modern ITSM suites endpoint management (Intune/Jamf) SSO/IDaaS SaaS administration and cloud (AWS/Azure/GCP).
- Operational knowledge of observability stacks (APM/logging/metrics) and how they feed L2/L3 support loops.
- Comfortable managing vendors contract negotiations and multimilliondollar budgets.
- Familiarity with Python or C# for light engineering collaboration.
- Experience managing or building a support knowledge base or internal wiki.
- SSRS report generation and adhoc BI data analysis.
- Handson experience with Zendesk JIRA and incident tracking systems.
- Strong technical troubleshooting skills (Windows desktop/server environments network hardware).
- Understanding of cloud platforms (especially Azure) and IT infrastructure (firewalls switches wireless access points).
- Ability to collaborate globally across time zones including with leadership and technical teams.
Additional Information :
We Offer
Neilson provides a competitive total compensation package extensive learning opportunities and a dynamic environment where you can grow your career. Compensation will be based on experience skill set and business needs. Additionally we offer a robust benefits package including
- 11.5% Superannuation (or current legislated rate).
- 20 days of paid annual leave.
- 10 days of paid personal/carers leave.
- 2 days of bereavement and compassionate leave.
- Public holidays (NSW).
- Parental leave in line with National Employment Standards.
- Long service leave (after applicable tenure).
If youre a driven leader with a passion for technical support and team empowerment we want to hear from you. Join us at Neilson and help shape the future of our technology landscape.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
