Job Description

Job Header

Support Manager

Advertiser: Coadys Personnel Consultants P/LMore jobs from this company

Job Information

Job Listing Date
26 Aug 2019
Location
Sydney, North Shore & Northern Beaches
Salary
Guide: $110K = $115K + Super
Work Type
Full Time
Classification
Information & Communication Technology, Management
Support Manager
My Client is a global leader in the development, design and integration of software to a specialised industry sector.  With over 35 offices worldwide their Australian owned and operated subsidiary boasts local market leadership and a dynamic and progressive approach to this niche industry.

This is an outstanding opportunity for someone who demonstrates the skills and enthusiasm to Lead their busy Support team (team size is 14 across Level 1 & 2 Support).  

Specifically you will be responsible for:
  • Managing the performance of Help Desk Team & Support Consultants against service level agreements and professional standards
  • Contributing to the Company's service strategy
  • Setting clear objectives, evaluating progress and providing mentoring and facilitation of professional and technical training for team members as appropriate 
  • Mentoring the status of support incidents against team resources and priorities
  • Coordinating and managing support activities using Jira and Service Desk for Incident Management and Confluence as a knowledge base 
  • Trend analysis and reporting of types and impact of incidents to identify process improvements and provide input to Development prioritisation
  • Assisting with writing and reviewing product and project documentation such as functional specifications and release notes
  • Developing documentation relevant to support and help desk procedures
  • Monitoring support request management processes and procedures and implement improvements as required
  • Assisting other business units as required to contribute software releases (QA, Developers, BA & Project Managers)
  • Assisting with product assessment as required
To be considered for this role you will have ideally managed support teams previously however Senior Support professionals wishing to take the next step in their career will also be considered. 

The ability to liaise with and work cooperatively with all areas of the Company is essential and you will have a high degree of accuracy and attention to detail and be able to work to deadlines. You will have excellent communication skills, both written and oral and show initiative and flexibility in your work style (occasional weekend and after hours work will be required).  

Experience in a support environment for a business application is strongly preferred.

The position is available immediately so for more details please forward your resume to Coadys today or visit our website www.coadys.com.au.

Please note that only shortlisted candidates will be contacted.
My Client is a global leader in the development, design and integration of software to a specialised industry sector.  With over 35 offices worldwide their Australian owned and operated subsidiary boasts local market leadership and a dynamic and progressive approach to this niche industry.

This is an outstanding opportunity for someone who demonstrates the skills and enthusiasm to Lead their busy Support team (team size is 14 across Level 1 & 2 Support).  

Specifically you will be responsible for:
  • Managing the performance of Help Desk Team & Support Consultants against service level agreements and professional standards
  • Contributing to the Company's service strategy
  • Setting clear objectives, evaluating progress and providing mentoring and facilitation of professional and technical training for team members as appropriate 
  • Mentoring the status of support incidents against team resources and priorities
  • Coordinating and managing support activities using Jira and Service Desk for Incident Management and Confluence as a knowledge base 
  • Trend analysis and reporting of types and impact of incidents to identify process improvements and provide input to Development prioritisation
  • Assisting with writing and reviewing product and project documentation such as functional specifications and release notes
  • Developing documentation relevant to support and help desk procedures
  • Monitoring support request management processes and procedures and implement improvements as required
  • Assisting other business units as required to contribute software releases (QA, Developers, BA & Project Managers)
  • Assisting with product assessment as required
To be considered for this role you will have ideally managed support teams previously however Senior Support professionals wishing to take the next step in their career will also be considered. 

The ability to liaise with and work cooperatively with all areas of the Company is essential and you will have a high degree of accuracy and attention to detail and be able to work to deadlines. You will have excellent communication skills, both written and oral and show initiative and flexibility in your work style (occasional weekend and after hours work will be required).  

Experience in a support environment for a business application is strongly preferred.

The position is available immediately so for more details please forward your resume to Coadys today or visit our website www.coadys.com.au.

Please note that only shortlisted candidates will be contacted.

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role