Regional Support Team Lead

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Overview

Cirdan is a leading supplier of informatics software and imaging solutions and is known for its award winning Laboratory Information System - ULTRA. Head quartered in Northern Ireland, with offices in Canada and Australia, Cirdan is a dynamic, forward thinking and fast-growing company.

About the Role

Leading the Regional Support function from our Ballarat office, to provide an excellent customer experience across all customers user bases, while developing and implementing customer care improvement strategies. Plan, co-ordinate and control the activities of the regional support function, providing the link between our Canadian and UK offices in our ‘Follow the Sun support model, to maintain and enhance customer relationships and meet organizational and operational objectives.

Reporting to: Divisional Head of Region

Why Come Work for Us

• Competitive Salary
• Flexible working
• Training opportunities
• Collaborative and supportive team
• Immediate Start

About You

You will thrive on challenge and have an excellent work ethic. You are personally driven to meet objectives with a focus on quality and delivery. You are an enthstic team player and are comfortable leading technical investigations and mentoring potential future junior members of staff. You enjoy what you do, and you should lead constant improvement initiatives.

Authority & Responsibility

Customer Focus - you are responsible for customer support requirements and making sure applicable regulatory requirements are determined and met.

Improvement including Corrective and Preventative Actions - each employee has a responsibility to identify CAPAs where applicable through continuous improvement.

Primary role and responsibilities

• Manage and coordinate the smooth day to day running of the support function, working closely with Support Team Leads in other company locations to ensure smooth transition of support in our ‘Follow the Sun support model
• Provide accurate management information to senior management and stakeholders
• Ensuring tickets are prioritised effectively, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs to include performance reporting in accordance with our QMS.
• Provide support to 1) pre-sales team, 2) operations team, including involvement with upgrades and installs and 3) NPI team, working on product development.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the function
• Monitor and review incidents, requests and customer complaints and track resolution
• As the team grows in the future, identify and address staff training and coaching needs, providing performance feedback and conducting staff appraisals as required
• Identify and implement strategies to improve quality of service, productivity and profitability
• Supporting the service transition process, onboarding new customers and new customer processes/technologies
• Involvement in level 3 support activities in your specialism when required
• Any other duties that may reasonably be required in line with your main duties

Special circumstances

• Occasional travel for training, testing facilities and customer sites may be required.
• Work outside normal working hours may be required on occasions to meet deadlines etc.

Knowledge & skills

Essential

• Experience of administration of Azure infrastructure resources
• Proven ability to effectively lead a support function, and manage change of priorities within short timescales
• Experience of managing a team with differing levels of knowledge
• Understanding of software development cycle and high level of technical ability
• Understanding of requirements in software operations including needs of customers with new installs and upgrades
• Good problem-solving abilities with creative and logical thinking
• Demonstrable commercial awareness and knowledge of business and operational environments.
• A thorough understanding of the demands of the SLA
• Good understanding of software development tools and best practice
• Good understanding and application of quality practices as applied to software development, such as code and document review

Desirable

• Experience with providing support to healthcare environments
• Experience with report generation toolsets
• ITIL Knowledge and Experience
• Knowledge and understanding of ISO9001 and ISO27001
• Awareness of the Software Development Lifecyle (SDLC)

Education & qualifications

Essential

Degree (or equivalent) in Engineering, Science or Business

Desirable

ITIL certification

Personality characteristics

Essential

• Quality and continuous improvement focused
• Strong analytical skills for troubleshooting and problem solving
• Personal drive, commitment, and ability to self-organize
• Ability to effectively multi-task
• A good team player and ability to lead teams
• Excellent written and verbal communication skills
• Strong customer empathy and focus
• Ability to adapt to changing objectives in a dynamic environment
• Positive ‘can do attitude
• Desire to delight the customer

Desirable

• Willingness to step outside comfort zone
• Always looking to expand knowledge
• Takes the initiative regarding new ideas
• Primary motivated by learning or making a difference

Information :

• Company : Cirdan
• Position : Regional Support Team Lead
• Location : Melbourne VIC
• Country : AU

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Regional Support Team Lead job info - Cirdan Melbourne VIC above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Regional Support Team Lead job info - Cirdan Melbourne VIC in 2025-03-15 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.