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Regional Support Manager - ANZ



Customer Service
Posted on Monday, May 22, 2023

Job Summary

This position is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments across the ANZ Region. Responsible for proactive planning, support, and organisation of the regional team in accordance with both global and regional requirements. This role supervises both the Support and Services teams and while the focus is ANZ, some services are also provided to SEA and China.


  • Supervise Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  • Work with the other department leads to ensure Support and Services are provided in line with both regional and global strategy and priorities.
  • Assist with the identification and setting of KPIs and targets to constantly improve the service offering.
  • Gather and analyse metrics to benchmark workload/performance and identify trends in Service Desk related issues.
  • Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customers’ satisfaction.
  • Provide deep functional and technical application expertise to our clients and other internal departments.
  • Work with end-users and partners/providers to minimise impact of service interruptions.
  • Ensure proper resolution of any issues as established in the SLA.
  • Manage “on-call” support outside of regular business hours as needed.
  • Complete special projects as requested and identify areas for improvement.
  • Identify repeated issues and partner with regional and core Product and Development teams to progressively improve the product.
  • Collaborate with development teams to work through connectivity applications interdependencies.
  • Ensure effective flow of communication among management, and staff both within the customer and internally, including proper escalation of issues to various departments and/or management both regionally and globally.
  • Ensure operational best practices for all aspects of the Support service.
  • Work with product and development teams to continually refine and improve the end-user experience.
  • Ensure proper follow-up and documentation in response to all incidents and changes reported.
  • Other duties as may be assigned by the department Director.

Experience and Qualifications

  • 8 years’ experience in an Information Technology Support area
  • Previous experience supporting multiple applications, preferably in Healthcare
  • Proven leadership ability and the ability and passion to drive cultural change.
  • Experience providing support from both service and development perspectives
  • Knowledge of software development & support methodologies e.g. ITIL

Education and Training

  • Bachelor’s degree in Healthcare, Computer Science or a related field

About InterSystems

Established in 1978, InterSystems provides innovative data solutions for organizations with critical information needs in the healthcare, finance, and logistics sectors and beyond. Our cloud-first data platforms solve interoperability, speed, and scalability problems for organizations around the globe. InterSystems also develops and supports data management in hospitals through the world’s most proven electronic medical record, as well as unified care records for health systems and governments through a powerful suite of healthcare data integration solutions. The company is committed to excellence through its award-winning, 24×7 support for customers and partners in more than 80 countries. Privately held and headquartered in Cambridge, Massachusetts, InterSystems has 25 offices worldwide. For more information, please visit