Application Support Manager

Knosys is an innovator in SaaS-based information management solutions used to deliver the correct information at the right time to employees and customers alike. Knosys’ solutions include Libero (library management system), KnowledgeIQ (enterprise knowledge management platform), and GreenOrbit (employee experience and communications platform).

We are seeking an Application Support Manager to join our Customer Success & Experience team, to manage our customer-facing application support teams (locally and overseas). This position will be based at our Head Office in Melbourne, Australia.

Key responsibilities:

Monitor efficiency and productively of support services, reporting monthly on KPIs

Collaborate with Software and Product Managers on issues requiring development services

Lead, coach and support team of 8 support consultants located locally and overseas

Manage ticket flow and ensure regular knowledge base article writing and updates by team

Implement and monitor real-time and historical performance metrics and initiate action where necessary

Foster a positive, collaborative and high-performance culture, including regular coaching and feedback for team members

Liaise with senior leadership to align customer support operations with business goals

Handle escalated customer issues with professionalism and resolution focus

Support onboarding and training of new team members

Implement strategies to improve customer satisfaction, retention and overall experience

Document and maintain processes

Key attributes:

Strong Customer Focus & Communication

Advanced Level of Analytical & Technical Problem Solving

High Attention to Detail

Business Perspective

Conflict Resolution & Stakeholder Management

Time Management

We welcome your unique talents and are keen to hear from you if you have:

Proven hands-on experience supporting and leading Application Support Teams

A minimum of 5+ years of hands-on, relevant IT experience

Previous experience in leading a team conducting Level 3/2 application support is essential

Outstanding communication (verbal and written) and stakeholder management skills, with the ability to build trust and influence outcomes

Exceptional problem-solving and analytic skills

Proven experience in troubleshooting and technical support

A true passion for customer success and experience