Lead the support function for Fusion5's Human Capital Management solutions
Balance outstanding customer experience with strong commercial and operational performance
Coach and grow a high-performing support team based across New Zealand and Australia
At Fusion5, we're not just technology partners - we're Transformation Partners. Across Australia and New Zealand, we help organisations go beyond individual platforms to design and deliver connected, future-ready solutions that create real business impact.
Our Human Capital Management (HCM) team helps customers get the most out of the systems they use to manage and pay their people. We're looking for a Support Manager in Wellington to lead the day-to-day operations of our ANZ support function, making sure customers get timely, high-quality support and that the team delivers on its service, utilisation and commercial goals.
This is a hands-on leadership role for someone who's as comfortable working through a complex escalation with a customer as they are coaching their team or reviewing service metrics. You'll own how support runs, from triage and prioritisation through to SLA performance. You'll work closely with our Consulting and Development teams to resolve tricky issues, and build strong, trusted relationships with customers along the way.
What You'll Do
You'll lead the team that helps our HCM customers get the most from their systems, and make sure every support interaction builds their confidence in Fusion5. This includes:
Leading day-to-day support operations and resourcing across Australia and New Zealand, ensuring requests and work orders are triaged, prioritised and assigned to the right people.
Monitoring ticket progress and service performance with a strong focus on SLAs, responsiveness and timely resolution, and keeping customers informed when timeframes are at risk.
Acting as a key escalation point for customers, owning issues and seeing them through to resolution.
Partnering with Development teams to prioritise production incidents, problems and enhancements, and leading triage across Application Support queues in JIRA.
Using support metrics to spot trends, recurring issues and bottlenecks, and driving continuous improvement in processes, ticket quality and the Application Support roadmap.
Driving the commercial performance of support, including utilisation, billing and the management of Covered by Maintenance activity, in partnership with Account Managers, SDMs and Finance.
Identifying growth, cross-sell and upsell opportunities with Key Account Directors and Account Managers.
Coaching, mentoring and developing your team, creating career development plans and building a culture of accountability, learning and continuous improvement.
Championing consistent use of Fusion5's support tools and processes across the team.
What You'll Bring
This role suits a customer-focused leader who enjoys building great teams and delivering outstanding support. You'll have:
5-8 years' experience in customer-facing application support, service delivery or support management.
3-5 years' experience leading and developing direct reports.
Strong experience working with product development and technical teams to resolve complex application and customer issues.
Sound technical knowledge of applications, integrations and supporting technologies, so you can challenge, investigate and help resolve complex issues.
Experience managing customer escalations, incidents and competing priorities in a fast-paced support environment.
Commercial awareness, with experience managing utilisation, billing or service performance against targets.
Strong stakeholder management and communication skills, including the ability to translate technical issues for customers and business stakeholders.
Experience with HCM, payroll or time and attendance systems such as PayGlobal or Jade Star. This is highly regarded.
A tertiary qualification in IT, Computer Science, Business or a related field, or equivalent industry experience. ITIL certification or sound knowledge of IT service management practices is a bonus.
Please note this role is based in Wellington, and only candidates with current and unrestricted rights to work in New Zealand can be considered.
What's in it for you?
"Go Beyond" isn't a marketing line at Fusion5 - it's the standard we hold ourselves to. For our HCM team, that means making sure customers can rely on us to resolve issues quickly and get real value from their HCM investment.
At Fusion5, you'll have the backing of an established trans-Tasman organisation, a team that shares knowledge freely, and the opportunity to lead people who care about outcomes, not just output. We're proud to be a diverse, inclusive and forward-thinking employer. We're committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer:
• A collaborative, down-to-earth culture where people enjoy working together.
• Flexible working arrangements and a strong focus on work-life balance.
• Birthday leave, volunteer days and regular social events.
• Opportunities for professional growth with clear development plans.
If you're a customer-focused leader who loves building strong teams and great support experiences - even if you don't tick every box - we'd love to hear from you. Apply today.
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
