Support Services Manager

Job Description

You must be an Australian Citizen at time of applying

Candidates must be based in Sydney

If Successful, AGSVA clearance is required

The purpose of Support Services Manager is to ensure the highest level of customer satisfaction through establishing, monitoring and improving the standards of customer service, responsiveness, autonomy, and proactivity of the Support Services team.

This role is expected to be an advocate for customer needs within Noggin, representing customers and users in our support processes, product development, and customer success management functions. This role holds an essential accountability for driving maturity of ITIL Service Management process and practices.

Key metrics include customer satisfaction, service level agreement adherence, and continuous improvement such as improved efficiency of repeated ticket types, identification and strategic direction of new and emerging patterns, and average solve time.

Basic Requirements

You must be an Australian Citizen at time of applying

Must be based in Sydney

If Successful, AGSVA clearance is required

Functional Management

• Manage all aspects of the delivery of support services to Noggin customers including staffing, processes, systems, and standards.
• Supervise and manage Support team, ensuring adequate resources are in place, future resource needs are predicted and planned, effective induction and training programs are in place as needed, and that there is a strong culture of customer service excellence and responsiveness to customer needs.
• Supervise remote and shift workers, to ensure they have what they need to be effective in their work, and that they are effectively utilized and productive.
• Ensure that the ‘queue’ is managed proactively, and that the support services team is highly responsive to customer needs and production issues.
• Ensure strong linkages between Support and other departments so that common problems or learnings arising from support operations are communicated to improve the platform and training courses and materials and lessen the overall support demand.
• Forecast short- and long-term demand for technical support and operational resources using historical data, product roadmaps, and sales pipeline input.
• Develop and maintain capacity plans to ensure adequate staffing, workload distribution, and coverage across time zones and functions.
• Proactively address gaps, bottlenecks, or overutilization.
• Manage and mentor the Support team, fostering accountability, collaboration, and continuous improvement through coaching, performance feedback, and career development support.

Customer Support

• Ensure the Support team provides accurate, timely and professional support to the customer’s satisfaction using telephone, email, and chat tools.
• Supervise the Support team to gather the right information about customer support requests and effectively analyse to help determine cause.
• Ensure the highest levels of compliance with service level agreements, and that support requests are responded to within the contracted obligations.
• Ensure after-hours support requests are dealt with effectively and efficiently and manage the provision of after-hours support whether through on-call technicians, outsourced contact centres, other Motorola offices, or partners.
• As required, work within the Support team to assist with request fulfilment, and lead by example to model the behaviours, approach, and culture to be promoted across the team. When necessary, manage high severity incidents or assist with after-hours support.
• Establish best practices and standards for how Support staff interact with customers, and work with the team to ensure these are followed, and excellent levels of customer service are provided.
• Continually monitor and improve the customer satisfaction of stakeholders receiving support services from Motorola.
• Work with Customer Success, People, and senior management to improve customer focus and satisfaction of the Noggin platform and team generally.

Support Processes and Systems

• Ensure processes and systems are in place for the effective triage, investigation and prioritization of support requests.
• Ensure processes and systems are in place to effectively measure service levels, customer satisfaction, and the performance of Noggin support.
• Ensure processes and systems are in place to effectively manage and communicate incidents, problems, and outages, whether planned or unplanned.

Knowledge Management

• Continually monitor the knowledge and understanding across the team, and implement targeted training, documentation, hands-on configuration work and other initiatives to keep raising their level of knowledge and understanding of the platform and customers’ configuration.
• Proactively advance product knowledge across the Support team to an expert level including self- education and experimentation with new product features, common tasks, and problems, and how these are applied or used within different solution settings.
• Maintain the support team’s knowledge base (procedures, troubleshooting guides, customer/system battlecards) to ensure the team have standardized best-practice approaches to follow and key information at-hand when responding to support requests.
• Personally maintain deep product knowledge, including how it works, how to resolve common problems, how to configure it, and how customers in different solution settings use it.

Education and Qualifications

• Bachelor’s degree in business / commerce / information technology / computer science, or equivalent qualifications or experience

Experience and Skills

• A minimum of 3-5 years’ experience in software application support
• Experience with ITIL-based service management systems
• Experience supervising staff or leading a team of customer service or support professionals
• Technical proficiency in relevant systems (Microsoft 365, Azure, Networking, cloud technologies)