Application Support Manager - Customer (P736)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.  

Why you will love this opportunity as Application Support Manager at Civica

As Application Support Manager, you’ll lead a team of Support Analysts to deliver exceptional experiences for our customers.

The Level 1 support team will be part of a global 24/7 high-quality support service ensuring timely & effective triaging & resolution of incidents while maintaining a strong focus on customer service.

This role oversees the day-to-day activities of a designated group of Team Leaders and support analysts. Reporting to the Director of the Customer Interaction Centre, this is a key role and is the first line of leadership for the support team, providing guidance, coaching, and operational oversight.  

This role plays a key part in driving team performance, maintaining high levels of customer satisfaction, and supporting continuous improvement initiatives. The Support Manager also serves as an escalation point for complex or sensitive cases and collaborates closely with internal stakeholders to ensure a coordinated and customer-focused support experience

What you’ll be doing

• Lead and manage the day-to-day operations of the Level 1 support team.
• Monitor team workload, prioritise tasks, and ensure adherence to SLAs and support processes. 
• Ensure timely triaging and resolution of support cases in line with SLAs and quality standards. 
• Monitor and manage case escalations, support where required on critical issues. 
• Analyse support trends and drive continuous service improvement initiatives. 
• Conduct regular case quality reviews and contribute to continuous improvement initiatives. 
• Provide coaching, feedback, and development opportunities for support team members. 
• Promote and maintain accurate documentation through knowledge base contributions and process adherence. 
• Maintain strong relationships through proactive communication and service reviews. 

Requirements

What you will need to be successful in this role

• Proven experience managing customer support teams, including cross-functional coordination.
• Strong working knowledge of ITIL service management principles and tools (e.g., Salesforce, ServiceNow).
• Experience supporting both SaaS and on-premise application environments in a customer-facing role.
• Demonstrated ability to analyse service performance data and implement continuous improvement initiatives.
• Skilled in stakeholder engagement and customer relationship management at senior or executive levels.
• Ability to provide clear direction, set goals, and align team priorities with broader organisational objectives.
• Experience mentoring and developing team members, fostering a culture of accountability, continuous improvement, and professional growth.
• Acts as a senior escalation point, resolving complex issues with urgency and professionalism.
• Maintains strong customer relationships and drives service quality across all interactions.
• Applies ITIL principles to optimise incident, problem, and change management processes.
• Oversees team performance against SLAs and ensures service consistency through structured frameworks.
• Uses support metrics, customer feedback, and case trends to monitor performance, identify issues, and implement improvements.
• Collaborates effectively with product, development, professional services, and account management teams to improve customer outcomes at scale.

Benefits

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.