Support Manager

Job description

About Engage Squared

Engage Squared is an award-winning, fast-growing company that believes in great workplace culture and investing in our people. As a Microsoft Gold Partner, we specialise in creating modern workplaces with Office 365; helping organisations to work better, together, faster. 

With offices in Melbourne, Sydney, Brisbane, Auckland and Minsk, this successful technology consultancy undertakes projects for a variety of enterprise organisations. We pride ourselves on being a fun, innovative and collaborative organisation that practices what we preach and delivers great customer results.

With an impressive roster of clients, including ANZ, CIMIC, Toll and Toyota, and a broad range of local, state and federal governments agencies, you'll be contributing to a growing team famed for their expertise in connecting people with technology.


The Role

This position is for a Support Manager with demonstrated experience in managing level 3 application support teams, delivering a high quality support service - providing incident management, service management, problem management and continuous improvements.  Your drive for excellence and insight into the latest industry trends across Microsoft’s cloud offering, will assist with liaising with relevant subject matter experts and building strong relationships with relevant stakeholders to ensure success of the support engagement. 


The successful candidate will have demonstrable knowledge of best support practices (ITIL V3) and managing application support teams.

Key Responsibilities include: 

  • Escalation point for all support calls 
  • Monthly meetings with each of our support customers, help drive process improvement, customer success and account growth
  • Regular QA checks of the ticketing queue, and SLA’s – working through each ticket and the support queue, helping to improve our customer service capability, and finding opportunities to better support our customers.
  • Proactive support – input into support knowledge base/ marketing activities/blogs that will help to drive our customers get the most out of Office 365.
  • Reporting – weekly and monthly reporting (dependent on the customer) of our support customers and to internal management team incl. invoicing and forecasting
  • Proactive contract management, working with customers before our support contracts expire to begin support contract discussions to ensure a high rate of contract renewals
  • Resourcing – help coordinate both delivery and support resources for out of hours changes, and deployments.
  • Manage product backlog and developers with spare capacity to continually evolve our intranet practices and re-usable IP solutions.
  • Provide input and help drive the support model, including the development and documentation of support processes 

Required Skills and Experience: 

  • Proven experience customer facing with SharePoint support
  • SharePoint and Office 365 – Site administration and support experience
  • Demonstrated experience in helping setup and manage a support function
  • Process driven, providing demonstrable examples of writing knowledge base information, and helping drive growth within the team
  • Strong written, verbal and communication skills
  • Strong understanding of ITIL V3, preferably certified  

We are open to hearing from candidates in Melbourne, Bendigo, Sydney and Brisbane