Support Services Manager Sydney | Australian Citizenship Required $160k Super 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.
