Support Lead

Description

At System C, we're on a mission to improve health and care outcomes through technology. Our software supports government, social care and health organisations across the UK, Australia and New Zealand, helping professionals deliver connected, person-centred services that make a real difference to people's lives.

We're looking for a Support Lead A/NZ to establish, grow and lead our regional support capability across Australia and New Zealand. This is an exciting opportunity to join a growing business where you'll combine hands-on technical expertise with leadership, customer engagement and service improvement.

About the role

As the Support Lead, you'll initially operate as the senior escalation point for customers, providing expert support for complex application and operational issues. As our customer base expands, you'll play a key role in developing the regional support function, shaping processes, mentoring team members and driving service excellence.

You'll work closely with Product, Engineering, Support and Service Delivery teams across multiple regions to ensure customers receive an exceptional service experience.

What you'll be doing

• Leading the resolution of complex application and configuration issues
• Acting as the primary escalation point for incidents and service requests
• Managing incident, problem and major incident processes
• Monitoring and reporting on service performance and service levels
• Building strong relationships with customer stakeholders
• Facilitating service reviews and operational governance meetings
• Developing support processes, documentation and knowledge resources
• Coaching and supporting the development of Support Analysts
• Driving service improvements and identifying operational trends
• Supporting customer onboarding and service transition activities

What we're looking for

• Experience leading application support or service delivery teams within a SaaS or enterprise software environment
• Strong understanding of incident, problem and service request management
• Experience supporting business-critical applications in customer-focused environments
• Knowledge of ITIL service management principles
• Strong stakeholder management and communication skills
• Ability to investigate and resolve complex issues methodically
• Experience working with geographically distributed teams

Experience within social care, healthcare, human services or government technology environments would be highly beneficial.

Why join System C?

At System C, you'll be part of a mission-led organisation committed to improving lives through technology. We believe in working as one team, taking ownership, continuously improving and doing the right thing. You'll have opportunities to develop professionally, contribute to meaningful work and help shape a growing regional function.

Apply today and help us build the future of support services across Australia and New Zealand.