Support Manager

Job Description

Add expected salary to your profile for insights We are seeking a passionate and experienced professional to lead our customer facing IT support teams including SME technicians and End user compute. This role is vital to ensure our support teams are following best of breed practices and that our customers are getting the highest tier support possible. You’ll manage a combination of service delivery, systemisation, and incident management, ensuring smooth operations and continuous improvement across all teams. Your focus will be on driving consistency, efficiency, and quality, while ensuring our processes and systems evolve to meet future needs. Success in this role means meeting or exceeding service level targets and delivering on our commitment to being Better for Customers and Simpler for Stores. Who We Are OTR is a revolutionary convenience brand that has grown from a South Australian icon to a national leader in convenience and fuel. Since its inception in 1984, OTR has consistently been amongst the fastest-growing convenience brands in the country, boasting a network of over 200 unique outlets. Today, OTR is part of the Viva Energy group – an ASX-listed powerhouse with a driving ambition to become Australia’s largest convenience retailer. Our combined network of more than 1,000 convenience locations around the country brings together Viva Energy Australia’s incredible national footprint and OTR’s history of industry-leading innovation. There has never been a more exciting time to join our team as we set out to redefine the retail landscape in Australia. What we offer A collaborative work environment that supports creativity and innovation. Join a dynamic team at a renowned South Australian company, known for their innovation and outside-the-box thinking. Be a part of the journey, with countless opportunities as we rapidly expand into a nationwide retail powerhouse. Work in our newly renovated offices on The Parade, close to boutique shops and excellent cafes and restaurants. Work flexibly, with work from home and flexible working potential. Stay refreshed and alert with access to espresso coffee machines all day long (don’t worry, we’ll teach you how to use them too!). Access to exclusive staff benefits via our OTR App. Access to our free and confidential Employee Assistance Program (EAP). Your contributions Manage daily operations to meet service standards, contracts, and client expectations. Build strong relationships with outsourced vendors and ensure client satisfaction. Use KPIs like first-call resolution, wait times, and repeat contact rates to track and improve service. Establish ITIL-based processes for incident and major incident management to ensure consistency across the team. Create Service Improvement Plans (SIPs) and develop a roadmap for modern technologies in the EUC team. Conduct regular performance evaluations for IT support staff, ensuring development plans are in place. Build and use platforms to showcase services and align with business needs. Respond quickly to major incidents, ensuring effective communication and resolution (on-call rotation). Resolve escalations and high-priority issues promptly. Translate business challenges into technical solutions. Work with SDMs to gather feedback and establish best practices. What we are looking for 3-5 years of experience in similar roles. Strong skills in creating and updating process documentation. Experience working in complex enterprise IT service delivery environments. Proven ability to manage third-party-provided services effectively. A pragmatic, flexible approach with strong negotiation skills to work across diverse teams. Knowledge and experience with Dynamics MPOS functional areas, ideally including ERP, Modern POS, Retail, and Finance. Excellent communication skills, with the ability to advocate effectively on behalf of customers. Familiarity with ITSM tools, including automation and orchestration (desirable). Ready to take your career to the next level and make a meaningful impact? Join us in redefining the IT landscape—apply now and be a key player in our transformative journey! #J-18808-Ljbffr