- Keen to ensure top-notch customer service?
- Join a leading business solutions company
- Great benefits and Wellington CBD location
We’re looking for a dynamic Support Manager to help lead our HCM practice support operations across Australia and New Zealand. In this role, you'll oversee the delivery of exceptional support services to our customers, ensuring all work orders meet agreed service levels and software agreements.
You’ll be the go-to person for managing resources, driving team performance, and ensuring customer satisfaction. Your leadership will be key in guiding and mentoring the support team, managing customer expectations, and maintaining high-quality standards across all operations. If you're passionate about delivering top-notch service and have a knack for optimizing processes, we’d love to hear from you!
Responsibilities:
In this role, you'll oversee practice support operations and resource management across Australia and New Zealand, ensuring services are delivered to customers according to agreed service levels and software agreements.
Your day-to-day will involve allocating resources for work orders and support requests, maintaining high-quality standards in line with the Fusion5 Quality Management System, and managing the use of "Covered by Maintenance" time entries.
You'll also focus on ensuring commercially sound support services, while guiding and mentoring your team to meet targeted utilisation levels, and upskilling them to handle customer billing expectations. Collaboration with customers will be key, as you'll work closely to meet their needs and resolve any issues that may arise.
Requirements:
- 5 - 8 years minimum in a similar client facing role
- 5 - 8 years minimum in an application support role working back with a product development team
- 3-5 years in a leadership role with a number of direct reports
- Sound technical understanding / background and the ability to address / rationalise application issues and understand the technologies supporting the application.
Technical Expertise Sought:
- Proven ability to address and rationalize application issues with a sound technical understanding
- Strong analytical skills with the ability to understand and solve complex technical problems.
- Experience in leading product triage between support and development teams
- A solid understanding of the technologies supporting the application and how they integrate into the overall business process
- Excellent customer service skills, with the ability to facilitate a strong team environment and provide great service to large enterprise or corporate clients
- Strong interpersonal and communication skills, with the ability to effectively communicate at all levels within the organisation and with customers.
About Us:
Fusion5 is a Business Solutions company that offers digital transformation business solutions, applications, consulting services, development, cloud, and managed services, as well as reliable and innovative support and training. Our expertise covers all key functional business areas, including Enterprise Resource Planning, HR & Payroll, Customer Relationship Management, AI, Data & Analytics, Integration, Corporate Performance Management, Digital Enablement, Cloud, Infrastructure, Cyber Security, and IT Managed Services.
Our Values:
If your values align with ours, you:
- Collaborate effectively in a team environment to create outstanding data solutions
- Demonstrate openness and trustworthiness in your interactions
- Respect diverse viewpoints and contribute to a positive work culture
- Support a healthy work environment and team dynamics
- Appreciate a balance of dedication and levity in the workplace
- Embrace curiosity and continuous growth.
Why join Fusion5?
- Competitive salary package commensurate with experience
- Focus on employee development with regular career progression sessions
- Opportunities for training and professional development
- Annual company bonus scheme based on performance
- Flexible working arrangements to promote work-life balance
- Additional perks including birthday leave, discounted gym memberships, volunteer days, annual flu jabs, and more
- Regular social events and team activities to foster a vibrant work culture