Technical Support Team Lead(VIC)

About the position

About the opportunity: 

At Pronto Woven we take pride in delivering innovative technical solutions and exceptional customer support. Our collaborative environment empowers teams to tackle complex challenges and continuously enhance our service offerings. We’re now seeking an experienced Technical Support Team Lead to drive excellence in our support operations.

Reporting to the Woven Operations Manager, you will provide strategic leadership to our Support and Technology teams. You will be responsible for managing helpdesk operations, resolving technical incidents, and developing robust technical solutions. You will act as the first point of contact for any incident and serve as the incident manager for any escalated issues—mobilising the right resources, liaising directly with customers, and ensuring a seamless handover of responsibilities when required.

Pronto Woven is the award-winning digital consultancy division of Pronto Software – an Australian developer of ERP and analytics software. The team’s innovative solutions transform customer and employee engagement across digital channels – extending the capabilities of Pronto Xi ERP and driving strategic change

Role Overview: We are seeking a dynamic and experienced Technical Support Team Lead to join our team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for ensuring seamless incident management and exceptional support service. You will drive high-quality service delivery by managing daily helpdesk operations and resolving technical issues swiftly, all while fostering a collaborative team environment.

 

Key Responsibilities

• Team Leadership & Development
  • Lead, mentor, and develop the technical support team, fostering an environment of continuous improvement and high-quality service delivery.
  • Oversee recruitment, training, and performance management to build and maintain a cohesive, high-performing team.
• Incident Management
  • Act as the primary point of contact for all support incidents and serve as the incident manager for any escalated issues.
  • Mobilise the appropriate technical resources swiftly to address and resolve incidents, ensuring minimal disruption.
  • Liaise directly with customers during incidents, providing clear, timely updates and managing expectations throughout the process.
• Helpdesk Operations & Continuous Improvement
  • Manage daily helpdesk functions to ensure adherence to internal SLA targets and maintain overall service excellence.
  • Proactively monitor, escalate, and resolve potential issues to prevent disruptions in service.
  • Collaborate with cross-functional teams and other Pronto departments to implement effective solutions and drive ongoing process enhancements.
  • Conduct detailed post-incident reviews and analyse trends to identify opportunities for optimisation, enhancing both operational efficiency and customer satisfaction.
• Stakeholder Engagement & Best Practice Guidance
  • Provide expert advice on support processes and incident management best practices, ensuring alignment with broader business objectives.
  • Facilitate regular feedback sessions and knowledge-sharing workshops to keep the team informed of the latest trends, technologies, and industry best practices.
• Resource Management & Process Optimisation
  • Oversee team scheduling and resource allocation, ensuring continuous support coverage and effective incident resolution.
  • Analyse support performance metrics and incident data to deliver actionable insights and recommendations for ongoing improvement.

About you

We’re looking for a Team Lead who has: 

• A degree in Computer Science, Information Technology, Business Administration, Project Management, or a related field.
• At least 4 years’ experience managing a technical support team with a focus on incident management.
• Experience with Agile methodologies and the Software Development Lifecycle (SDLC) is highly desirable.
• Strong knowledge of ERP systems, with experience in Pronto Xi preferred.
• Hands-on experience with CMS and eCommerce platforms (e.g. Magento, Shopify); familiarity with Pronto Xi Avenue CMS is a plus.
• Expertise in API-based integrations.
• Excellent technical troubleshooting skills and a proactive approach to problem-solving.
• Strong leadership, communication, and customer service skills, with a proven ability to build relationships with clients and stakeholders.
• Demonstrated ability to collaborate effectively with both technical and non-technical teams.
• The capability to work independently as well as part of a collaborative team.
• Familiarity with change management principles and practices.
• A commitment to continuous improvement and staying up to date with emerging technology trends.
• Willingness to undertake a National Coordinated Criminal History Check/Police Check.

 

What you’ll get:

• Opportunities for professional development and career growth.
• Earn a salary commensurate with your experience plus a range of employee benefits
• A dynamic, supportive, and innovative work environment where your contributions make a real impact
• Work in a hybrid work location (WFH and in-office)
• Join a well-established and mature software development and vendor company with more than 1500 clients

More about Pronto Software:

We are an Australian developer of award-winning business management and analytics solutions. Pronto Xi, our ERP software, integrates accounting, operational and mobile features in a single system – optimising business processes and unlocking actionable insights. Over 1,500 organisations have leveraged our industry experience and innovation to increase growth and revenue.

We have an enviable reputation for employee loyalty and service. Pronto Software survey our staff every year, and we’re proud we have a very high percentage (high 90s%) of staff who agree that:

• They are proud to work at Pronto Software and are passionate about the work they do
• Staff and managers choose to have a professional and positive attitude
• Pronto Software tries to achieve the best outcomes for customers and staff
• Pronto is generous and giving to the community
• Staff would recommend Pronto Software as a great place to work