It Applications Support Team Lead
Vor 2 Tagen
At CES, we have ambitious targets to keep billions of drink containers out of landfill and transform them into resources that can be used again and again.
Our in-house designed SaaS suite supports this mission.
We are looking for an experienced hands-on IT Applications Support Manager who will be responsible for leading our Applications Support team and fostering an engaged and effective team.
You'll manage technical support operations, handle some tickets hands-on, and ensure exceptional service and support for our clients, their users, and internal stakeholders - including support for incident management.
This will involve being an expert in our services, master data and applications, helping the team with tickets when required, facilitating cross-team ticket resolution, monitoring, achieving and reporting on SLA targets, and ensuring our people, processes and tools are all effective and continuously improving (including driving shift left activities, automation and improved customer journey).
This role includes client-facing support, reporting and stakeholder communication and will require rostered on-call and some planned after-hours work.
The circular economy is growing exponentially - come and help grow this critical industry in a collaborative and team-focused environment, and enjoy our harbour views and hybrid working
Job DescriptionThe key deliverables of the role: Lead, develop and coach a team focused on IT customer support in a client-facing in-house built software company.Identify and implement improvements in team performance and processes to support efficiency and the customer journey.Develop expert understanding of our services, SLAs and applications to effectively guide the team.Oversee the development of training materials and deliver training sessions to help clients better understand and use our applications.Track and report on client satisfaction metrics, using data to identify trends and areas for improvement.Serve as a primary point of contact for high-priority or escalated client issues, ensuring effective prioritization, communication and resolution.Oversee the handling of incidents, requests, and data entry tickets, ensuring they meet SLA targets.Track and resolve recurring problems that cause multiple incidents.About you: You are passionate about delivering exceptional service outcomes for customers and end-users.You have over 2 years of experience directly managing a client-facing IT Application Support team.You bring more than 3 years of experience as an Application Support Analyst, handling complex, integrated enterprise and custom applications.You thrive on diving into the details and using your SQL expertise to actively support your team.You have strong skills in analysing ticket data and presenting your findings.You are ITIL certified and have successfully applied the framework within other teams.You have collaborated effectively with in-house agile IT delivery teams and other cross-functional teams.You have a broad exposure to various technologies, including databases, APIs, and cloud infrastructure, and can support the team with troubleshooting across these areas.You maintain a positive, can-do attitude and are driven by a desire to make a meaningful impact.Bonus points if: you have experience onboarding new clients in a custom SaaS environment
Desired Skills and ExperienceWhy work with us? You'll be part of a close-knit support team and use your application support experience and SQL expertise to guide and mentor other team members and improve and automate processes.We are an IT-led organisation, with a high performing team working for purpose – what we do positively impacts communities and the environment.We work flexibly at CES with a hybrid office model with everyone in the office only 2 days a week.We have a great culture and amazing people.Our business is growing, so there are lots of development and learning opportunities.About CES Our mission is to increase recycling rates, rid the world of drink container litter, and empower community participation in an accredited circular economy (10c refund for eligible drink containers).
We provide the technology and services to help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.
We have a large in-house software engineering team using modern technology stacks to develop and support our products.
As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.
CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly.
We are headquartered in North Sydney, near public transport with beautiful harbour views.
Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted.
We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.
Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.
NOTE: We can only consider candidates with full Australian work rights in place; no agencies please
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