Technical Support Supervisor

Sydney

The Opportunity:

Datto's support squad in Sydney provide first hand advice and product triage to our APAC MSP partners who are enhancing their businesses by using Datto’s Professional Services Solution (PSA) and wide suite of industry leading solutions. Our team delivers a genuine, partner centric and consultative support experience with their thorough knowledge, knack for troubleshooting and passion for resolution and partner satisfaction

About Datto:

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners.

These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at www.datto.com

Our mission is to empower the world's small and medium sized businesses with the best in enterprise-level technology.

Does This Sound Like you?

You are a natural mentor, problem solver, and collaborative team player with a customer first mindset.

A Look Inside the Job:

  • Supervise, lead and inspire a small, level 1 application support team
  • Instil a customer first culture that drives a high level of both employee and customer satisfaction
  • Track and monitor KPI’s of reporting techs including, customer satisfaction and average resolution time 
  • Recognise opportunities to enhance workflow and coaching opportunities 
  • Monitor and optimise SLAs (service level agreements)
  • Provide weekly development time, formal monthly 1 to 1s
  • Provide feedback and follow up on customer satisfaction surveys
  • Manage the Team’s phone/ticket escalations with daily ticket updates 
  • Take an active part in the hiring process like shortlisting and interviewing

About You:

  • Experience working with the Autotask PSA solution
  • History of management experience, or demonstrated team lead responsibilities
  • Ability to influence a team toward meeting departmental goals
  • High technical understanding of the products being supported
  • Reliable, with high integrity, strong work ethic and ability to foster an inclusive, high performance culture 
  • Ability to keep a positive attitude in a fast-paced environment.
  • Skilled at motivating others to grow and strive for constant improvement
  • Ability to create and execute on tactical decisions

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Private medical insurance
  • Free lunch every Friday
  • Flexible paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Fitness reimbursement
  • Charity match program
  • Education reimbursement
  • And more!

Note: Only candidates who are Australian Citizens or hold perm residency will be considered.

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

Technical Support Supervisor

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