SaaS Support Team Lead — SLA & Knowledge Coach

Janison; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Employee Share Scheme

5th week leave

Parental leave

Volunteer day

Annual bonus & pay review

Professional development

Job summary

Janison is seeking an Application Support Team Leader in Sydney to drive exceptional customer support and ensure queries are resolved within SLA. You will oversee the Support team, triage issues, and escalate where necessary, while maintaining deep knowledge of Janison products.

You will lead training, coaching, and performance reviews, manage on-site staff and collaborate with Level 3 teams to resolve complex incidents, with a focus on client satisfaction and service excellence.

Qualifications

• 5+ years in Technical IT Ops or System Admin role.
• 5+ years in Customer Service or service desk.
• Experience in SaaS-based application support.
• Experience with Microsoft Office Operating Systems.
• Strong problem solving and leadership skills.
• Proven ability to lead client engagements and meetings.
• Ability to liaise with stakeholders at all levels.

Responsibilities

• Develop and maintain advanced knowledge of Janison products and services.
• Triage new tickets and ensure timely responses within SLA.
• Escalate to Level 3 as needed and coordinate with cross-functional teams.
• Coach and train Application Support Specialists; manage staff performance.
• Create and update knowledge base articles; deliver staff training.
• Prepare and participate in regular support meetings and client reviews.

Skills

Technical IT Ops

System Administration

Customer Service

SaaS Support

Team Leadership

Client Engagement

Problem Solving

Communication

Stakeholder Management

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

Freshdesk

Genesys

Job description

Janison is seeking an Application Support Team Leader in Sydney to drive exceptional customer support and ensure queries are resolved within SLA. You will oversee the Support team, triage issues, and escalate where necessary, while maintaining deep knowledge of Janison products.

You will lead training, coaching, and performance reviews, manage on-site staff and collaborate with Level 3 teams to resolve complex incidents, with a focus on client satisfaction and service excellence.