About the role The Head of Customer Support for Australia reports to the Group Head of Customer Support . It leads a team of 7 staff to ensure the effective and efficient delivery of Customer Support to Aryza’s clients.    This role ensures delivery of high-quality customer support and services to our clients, driving operational excellence, user satisfaction, and continuous improvement. They collaborate with key stakeholders to align with business needs, implement best practices, and optimise technology performance.    We are looking for a candidate with strong experience managing a service desk in a multi-site, multi-software product environment. You are a people-oriented leader who is passionate about supporting and mentoring your team. About Us Aryza Group is a global software business, dedicated to helping our customers and partners create and deliver solutions that improve the financial health and lives of millions of people worldwide. Aryza operates in 13 regions and employs over 500 staff worldwide. Location This is a permanent role based in Geelong, Victoria. We are seeking a candidate based in Geelong or able to work a minimum of 3 days per week from the Aryza Geelong office.    Key Accountabilities    Manage a team responsible for Customer Enquiries, requests, changes and problems received via our Service Management Tool (JIRA) Prioritise workloads to meet SLAs and ensure incidents are resolved within SLA KPIs. Ensure that our operational support team adheres to the latest service management standards. Ensure the Aryza Service Desk(s) provide the high levels of service in-line with best practice service delivery frameworks. Provide thought leadership to foster an environment of innovation and exploration. Be the point of escalation for the business stakeholders for support related issues. Provide monthly team performance reports. Engage proactively in regulatory requirements and comply with risk management frameworks. Actively collaborative with the Senior Management to proactively identifying and addressing future technology needs. Deliver tangible Root Cause Analysis to develop Customer Self Service and reduce Customer Requests Provide Management Reports for Aryza Board & Senior Leadership Drive improvement of the Aryza Jira Platform to ensure optimised processes Hire, evaluate and supervise staff.     What we’re looking for Minimum 3 years’ experience in a software vendor managing a client-facing support team. Experience in Financial or Accounting applications is highly desirable Extensive experience in managing a Service desk and relevant support teams. Experience in supervising staff and managing team workloads and priorities. Experience managing staff over multiple site or locations Experience in a global business headquartered in the northern hemisphere is highly desirable. Able to use initiative and independent judgement within established guidelines and procedures. Ability to lead a team responsible for managing the entirety of the customer support lifecycle (from incident to resolution and reporting). Tertiary qualifications in IT or a related discipline will be well regarded, or alternatively strong industry qualifications. Must have full Australian Working Rights to be considered. More about Aryza Like to know more about working with Aryza? Visit our website: https://www.aryza.com/careers/    Applications Close:   25th July 2025    Agencies, please note: All Aryza vacancies are managed by our internal Talent Acquisition Team.  Should external assistance be required we will reach out to our preferred agency partners.