Application Support Team Lead / Customer Success Manager

Location: The Hills District (Sydney) -  On-site

About the Role

This is a hands-on leadership role leading an Application Support team responsible for supporting a bespoke IT platform.

Initially, this role will be very operational, supporting customers directly, setting standards, coaching the team, and embedding strong ownership and accountability across the function. This is not a remote or purely strategic role; on-site presence and leading by example are essential.

Key Responsibilities

• Lead the Application Support team day-to-day

• Remain hands-on with application support when required

• Set clear performance expectations and hold the team accountable

• Coach and develop team members through real, scenario-based training

• Improve support processes, documentation, and knowledge sharing

• Build internal subject-matter expertise across the application within your team

• Partner with senior leadership to uplift team culture and performance

What We’re Looking For

You must have a background in supporting bespoke IT applications.
Generic service desk or purely people-management backgrounds will not be suitable.

You will also bring:

• Proven experience leading or mentoring application support teams

• Strong technical understanding of how bespoke systems operate

• High standards around ownership, follow-through, and customer outcomes

• Ability to create a high performance yet fun & engaged team

• A visible, hands-on leadership style

• Willingness to be on-site and involved day-to-day

Leadership Style

• Lead from the front

• High accountability, high care

• Sets the bar and raises it

• Takes responsibility for outcomes, not excuses

Why Apply

• Opportunity to set your stamp & uplift an application support function

• Strong backing from senior leadership

• Real influence over standards, culture, and performance

• Work on products used by some of the worlds more prestigious brands