Job Title
ICT Support Operations Manager Job Description
* Location: Melbourne, Australia
This is a challenging role for an experienced ICT Support Operations Manager to manage and lead our team of support specialists.
The successful candidate will be responsible for:
* Managing and coordinating the backlog of incidents, bugs, change requests, and system enhancements across our Salesforce platform.
* Executing all required ICT change management activities including creation of high-quality change records and release documentation, coordination of testing activities, sign-offs from various stakeholders and more.
* Developing and implementing support processes and procedures to ensure consistent and efficient resolution of Salesforce-related issues.
* Collaborating with cross-functional teams to identify and prioritize bug fixes, system enhancements and upgrades.
* Building and maintaining relationships with key stakeholders to ensure business objectives are met.
* Monitoring and analysing system health and performance, identifying areas of improvement and implementing solutions.
* Developing various reporting including incident and queue management, team capacity and velocity, problem areas, trends, and business uptake.
* Developing and maintaining user documentation and training materials to ensure user adoption and satisfaction.
Required skills and qualifications include:
* Australian citizenship is a requirement for this position.
* At least 3-5 years experience in managing IT support operations, including managing teams.
* Experience working with cross-functional teams and managing stakeholder relationships, demonstrating excellent communication and interpersonal skills.
* Experience in developing and implementing support processes and procedures.
* Strong problem-solving skills and attention to detail.
* Experience working with the Atlassian suite, specifically Jira, Confluence and Service Desk.
* Strong understanding of the Salesforce platform and its functionalities.
Why join us?
We offer a hybrid work environment, with 2 days working from home and 3 days on-site. Our Richmond office is located near public transport links.