Product Support Team Lead
12h ago

See yourself being part of a large, transformational change? This could be the role for you!

Iress is continuing to hire for roles during Covid-19 with all interviewing and on-boarding done virtually. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

Who we are

At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level.

From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.

Iress is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.

About the role

Manage and Develop a high performing support team, ensuring overall quality and consistency of support experience for clients and end users.

What you will be doing

Manage and Develop a high performing support team, ensuring overall quality and consistency of support experience for clients and end users

Work with internal stakeholders to correctly monitor and review service level management and provide regular reporting on SLA adherence to business stakeholders

Manage expectations of internal stakeholders to ensure their expectations are met or exceeded, with progress effectively and regularly communicated

Take ownership of team performance and delivery. Act as escalation point for Support Specialists and assist with resolution of issues or problems that are more challenging, of high priority, or complex in nature

Manage and prioritise support team workload and availability to ensure timely and efficient support at all times

Consistently drive the up-skilling of the team across all aspects of the role, product, industry, customer service in alignment with the Iress Delivery Framework

Supervise the diagnostic processes to improve resolution of incidents at first level, identify opportunities and facilitate solutions to enhance client service offerings.

Plan and supervise Service Desk activities including after-hours incident support and escalation

People Leader Responsibilities

Set a clear direction for the team so that they have a clear understanding of company and personal winning steps and their role in achieving those winning steps

Have continuous conversations with each individual in the team where you agree and update winning steps, discuss how individuals are performing against agreed objectives, provide constructive feedback and record individual achievements and growth plan goals

Manage leave, performance, and disciplinaries with support from People Iress BP’s

Identify any skills gaps for each individual and develop and implement a plan to address them

What you will need

A Strong sense of urgency

Availability Management

Capability Management

Communication Skills

Creative problem Solving

Leadership Skills

Organisational Skills

Performance Management

Product Analysis

Relationship Building

Situational Decision making

Stakeholder Management

System Thinking

IT or Engineering Qualification

Basic Database Administration Knowledge and Experience (SQL)

Full time

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