At System C, we're on a mission to improve health and care outcomes through technology. Our software supports government, social care and health organisations across the UK, Australia and New Zealand, helping professionals deliver connected, person-centred services that make a real difference to people's lives.

We're looking for a Support Lead A/NZ to establish, grow and lead our regional support capability across Australia and New Zealand. This is an exciting opportunity to join a growing business where you'll combine hands‑on technical expertise with leadership, customer engagement and service improvement.

About the role

As the Support Lead, you'll initially operate as the senior escalation point for customers, providing expert support for complex application and operational issues. As our customer base expands, you'll play a key role in developing the regional support function, shaping processes, mentoring team members and driving service excellence.

You'll work closely with Product, Engineering, Support and Service Delivery teams across multiple regions to ensure customers receive an exceptional service experience.

What you'll be doing

- Leading the resolution of complex application and configuration issues
- Acting as the primary escalation point for incidents and service requests
- Managing incident, problem and major incident processes
- Monitoring and reporting on service performance and service levels
- Building strong relationships with customer stakeholders
- Facilitating service reviews and operational governance meetings
- Developing support processes, documentation and knowledge resources
- Coaching and supporting the development of Support Analysts
- Driving service improvements and identifying operational trends
- Supporting customer onboarding and service transition activities

What we're looking for

- Experience leading application support or service delivery teams within a SaaS or enterprise software environment




- Strong understanding of incident, problem and service request management
- Experience supporting business-critical applications in customer-focused environments
- Knowledge of ITIL service management principles
- Robust stakeholder management and communication skills
- Ability to investigate and resolve complex issues methodically
- Experience working with geographically distributed teams

Experience within social care, healthcare, human services or government technology environments would be highly beneficial.

At System C, you'll be part of a mission‑led organisation committed to improving lives through technology. We believe in working as one team, taking ownership, continuously improving and doing the right thing. You'll have opportunities to develop professionally, contribute to meaningful work and help shape a growing regional function.

At System C, we believe great work happens when flexibility and collaboration come together. All our roles are offered on a hybrid basis, with colleagues spending a minimum of two days each week in the office to connect, create, and grow together. (Excludes associate and field‑based roles).

We prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.

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📌 Support Lead (Brisbane City)
🏢 System C
📍 Brisbane City