Lead Support Analyst (Team Lead)

Our purpose

Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in

The Nitty Gritty

Datacom is Australasia's largest homegrown technology services business of over 6500 people, from humble beginnings as a small family business, we have enjoyed healthy, organic, and sustainable growth to become a large multinational, that proudly holds on to our ‘small family business feel.

We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability

At the center of our vision and values are people: our people. We are guided by what is best for our staff, our customers, and our communities.

Growing to dominate the New Zealand government and corporate IT market, we expanded into the Philippines, Malaysia, and Australia in the mid-90s and have been growing in those regions ever since.

Do you have what it takes to help us grow? This is your chance to be part of something new, getting on from the ‘ground floor’ and benefiting from all the up-side of a ‘start-up’ initiative with the security of a large multinational (and yet none of the downside)

About the Role (your why)

We are seeking an experienced Lead Support Analyst to drive high-quality application support delivery for a complex, enterprise-scale environment supporting over 200 applications across multiple business platforms.

This role combines team leadership with strong hands-on technical capability, acting as the key offshore lead while also providing advanced troubleshooting, technical guidance, and support for complex incidents and service requests. You will work closely with onsite leadership in Australia to ensure seamless, end-to-end service delivery.

What you’ll do

1. Team Leadership & Coordination

• Lead and coordinate a team of Application Support Analysts
• Manage ticket queues, workload allocation, and service performance
• Act as the primary offshore contact for the Application Delivery Manager (ADM) and onsite leads
• Ensure effective handover and collaboration across a global delivery model (Australia & Philippines)

2. Technical Leadership & Guidance

• Provide day-to-day technical guidance, coaching, and mentoring to support analysts
• Act as the escalation point for complex or high-impact incidents and service requests
• Ensure consistent application of troubleshooting methodologies, runbooks, and best practices
• Support knowledge development and uplift capability across the offshore team

3. Advanced Incident & Request Handling

• Perform and support advanced triage, including issue validation, isolation, and analysis
• Take ownership of more complex incidents, defects, and service requests, including:
• Deep-dive troubleshooting
• Cross-system issue investigation
• Coordination with upstream/downstream systems
• Assist with or directly complete complex fulfilment activities, including configuration changes and data-related tasks

4. Service Delivery & Quality Assurance

• Monitor SLA performance and ensure timely resolution of incidents and requests
• Drive consistency in ticket handling, categorisation, and escalation
• Ensure adherence to ITIL processes (incident, problem, and change management)
• Maintain high-quality documentation and knowledge capture standards

5. Continuous Improvement

• Identify recurring issues and contribute to problem management and root cause analysis
• Drive improvements in workflows, automation opportunities, and support processes
• Promote proactive resolution and reduction of repeat incidents

Requirements

What you’ll bring

• 6–10+ years’ experience in application support, including L2/L3 support capability
• Proven experience leading or coordinating support teams
• Strong technical troubleshooting skills across applications, integrations, and data layers
• Experience handling complex triage and fulfilment activities
• Solid understanding of ITIL practices and service management frameworks
• Experience with enterprise ticketing tools (e.g. ServiceNow, Jira Service Management)
• Excellent communication skills with ability to work across distributed teams

Nice to have:

• Experience working within a Tier 2 Service Provider environment
• Understanding or exposure to ITIL frameworks and processes
• ITIL Foundation certification or relevant IT certifications
• Experience in Help Desk or Service Desk customer support environments
• Previous vendor management experience
• Customer service training or qualifications
• Experience in Construction industry/applications is preferred