Application Support Manager
Salary AUD125,000 - AUD150,000 per annum
Consultant Jayden Milat
Date posted 20 November 20192019-11-20 2019-12-20 it Sydney New South Wales AU AUD 125000 150000 150000 YEAR Robert Walters https://www.robertwalters.com.au https://www.robertwalters.com.au/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png
Manage between 10 and 20 staff, adopting the responsibility of leading the team as well as providing excellent customer service in order to resolve all support issues within SLA's.
You must have a solid background in help desk management and further extensive customer service experience, aiming to ensure high quality technical support and increase client satisfaction.
- Ensure clear and concise processes of management towards product and technical teams
- Manage the support team, responsible for the delivery of company application support
- Identify ongoing process improvements
- Deliver management reporting on team performance and key metrics
- Manage the help desk team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Recruit, train and coach help desk representatives
- Develop and enforce support metrics on the team’s productivity
- Ensuring customer service is timely and accurate on a daily basis and meeting SLAs
- Financial Services/Insurance experience
- Proven work experience as a Help desk manager
- Hands on experience with help desk systems, processes and working with product managers
- Strong technical background with coaching ability
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
To apply please click apply or call Jayden Milat on +61 2 82893131 for a confidential discussion.