Software Support Manager

Why do people love working here…

✅ They are flexible, supportive, and offer competitive salaries and excellent personal/professional development opportunities.
✅ They provide their employees with job security with multiple ongoing projects at any given time in different sectors such as mining, oil & gas, and utilities.
✅ They are passionate about providing a positive team culture and ensuring team members feel valued.
✅ They are a global leader in their industry
✅ You are supported and empowered to develop your career.
  
  
What your role will include…

• Management of Support Staff, including development, training and recruitment.
• Evolution of support processes and procedures
• Prioritisation of support tickets to meet SLAs
• Define, publish, and maintain the team’s ways of working including internal processes and interactions
• Identify and deliver service improvement opportunities
• Maintain application support tools
• Maintain departmental reporting, including analysis into ticket/call trends and identify areas of improvement

 
What you will bring to the role…

• A solid background in managing support teams
• An understanding of SLA/KPI management
• ITIL knowledge and experience
• A super Client focused mindset and is happy to talk to Clients for escalations / major Incidents/service improvement
• An understanding that this is not a 9-5 role and doesn’t mind working odd hours at times. You will have team members in different time zones and there may be Major Incidents out of hours that need managing.
• A desire to improve service, efficiency etc
• Being happy to roll your hands up and get stuck in

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About working with Valrose - We listen. We understand. We solve.
Valrose consultants work with you to understand where your character, aspirations, and skills will be most valued.
We will understand your priorities, whether financial, career progression, workplace culture or technology related. We will discuss the opportunity thoroughly, how it aligns with your career goals, and guide you through the recruitment process, providing expert advice and support from initial application to the offer.
We are trusted advisors to our clients, acting as an extension of their business.
We genuinely care about our candidates and love helping connect people with great opportunities. If you would like to understand more about the above role, please do get in touch.
 
Our Values
Humanity – Success – Integrity – Accountability – Curiosity
 
Diversity – Welcome it. Entrust it. Celebrate it.
Within our business, we have created an environment where anyone from any background can bring their authentic self to work, celebrating our differences whilst working towards a common purpose. We believe this is not just the ethical thing to do; it's the intelligent thing to do. Diversity drives innovation!
The Valrose team enjoys building inclusive cultures and promoting equality for all.

Sourcr Award Winner - 2022 Best Agency for Technology, WA.

Valrose is a 2022 Circle Back Initiative Recruitment Agency – we commit to responding to every applicant.

2021 Seek SARA Award Finalist for Excellence in Candidate Engagement

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