Team Leader - Global Operations Support
We are a global leader in mine planning software and consulting, trusted by 900+ operations worldwide. With 500+ professionals across 17 countries
About the Role
At Deswik, we are not just building software, we are transforming how mines operate worldwide. As the Team Lead for Global Operations Support, you will play a dual role as both a technical expert and a people leader. Leading a specialised team of Level 2 Engineers, you will be responsible for the stability of our Enterprise products in a 24/7 follow-the-sun environment. This is a "player-coach" role where you will remain hands-on with complex troubleshooting while defining operating procedures, managing global rosters, and driving the process improvements needed to scale our support capability.
What You’ll Do
- Lead, mentor, and coach a team of Level 2 Support Engineers, fostering a high-performance culture focused on technical excellence and customer empathy, recruiting new team members.
- Manage the 24/7 operational roster and on-call schedules to ensure seamless follow-the-sun coverage while balancing team wellbeing.
- Manage deliverables to SLAs
- Maintain a hands-on presence in the support queue, handling complex technical escalations, and assisting the team with deep-dive troubleshooting during high-volume periods.
- Act as the Incident Commander during critical Severity 1 outages, coordinating technical resolution efforts and managing communication with senior stakeholders and customers.
- Design and implement efficient reporting mechanisms to track team performance metrics, such as response times and resolution quality, and present these findings to leadership.
- Act as the primary point of engagement for internal business stakeholders and clients to gather feedback on support performance and identify areas for service improvement.
- Take ownership of the operational framework by creating and refining Standard Operating Procedures and technical runbooks to ensure consistency across the team.
- Analyse support trends to identify recurring product issues and feed this data back to the Engineering teams to drive long-term software stability.
What You Bring
- Proven experience leading or mentoring a technical support team within an Enterprise software, SaaS, or Managed Services environment.
- Strong technical background in Windows Server, SQL Server, and AWS environments, with the ability to validate technical work and troubleshoot complex issues alongside your team.
- Experience in Incident Management and acting as a controller during major system outages or critical events.
- Ability to design and manage operational rosters for 24/7 or rotating shift environments.
- Proficiency in creating reports and dashboards to visualise team performance and identify trends.
- A proactive mindset toward process improvement, with a history of taking undefined workflows and turning them into structured, repeatable processes.
- Strong commercial judgment to balance technical perfection with business reality and minimise financial loss during operational decisions.
- Exceptional stakeholder management skills with the confidence to engage with business leaders and external clients regarding service delivery and feedback.
Why You’ll Love It Here
Your work will matter. You will help shape the future of mining while enjoying a culture built on trust, collaboration, and technical excellence. We thrive on innovation, empowering you to experiment, challenge convention, and help redefine what’s possible in our industry. We offer flexibility with a hybrid schedule—two days working from home and three in our Brisbane office office—plus competitive pay, bonus, , mentoring, and plenty of perks to support your growth and well-being.
About Deswik
We are a global leader in mine planning software and consulting, trusted by 900+ operations worldwide. With 500+ professionals across 17 countries, we are driving mining’s digital transformation.