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Support Team Lead

Brisbane, Queensland, Australia

Support

Job Description

As a Support Team lead you will -
  • Direct the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance
  • Monitor production support ticket queues
  • Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
  • Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity
  • Identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations

People Management Responsibilities:
  • Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution.
  • Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks. Identify associates and team priorities based on business direction and adjust when needed.
  • Lead by example and share knowledge and experiences with associates and team. Create a respectful work environment where you advocate for your team, create accountability and recognize their accomplishments.
  • Provide timely feedback to encourage success, ensure accountability, and connect opportunities for your associates’ development.
  • Identify the right talent to achieve the desired results. Promote and build a diverse cohesive team to accomplish objectives and align associates' skills to fill gaps.
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Cerner Jobs and Careers

Time: 3:01

Engineering & Technology

Innovation occurs everywhere but maybe you are also looking for a purpose. Nothing is more impactful than improving the health of others. Develop cutting edge technologies that have real meaning.

About Engineering & Technology

Qualifications

Basic Qualifications:
Bachelor’s Degree in Computer Science, Engineering, Computer Information Systems or equivalent relevant work experience

Preferred Qualifications:
People management work experience, At least 1 year
Technical support work experience, At least 3 years

Expectations:
Willing to work additional or irregular hours as needed and allowed by local regulations
Work in accordance with corporate and organizational security policies and procedures,
understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent
and report any compromises of security within scope of position

Additional Information

All employees must be legally authorized to work in the country where the position is located. If applicant lacks required authorization, work visa sponsorship may be available for this position.
Relocation Assistance Available for this Job:

Yes - Domestic/Regional or International

Virtual Eligible Job

No

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important – people’s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.
If you are an individual with a disability who is unable to use our online tools to search and apply for jobs, and need assistance or an accommodation in the recruiting process, please contact us by calling 866-434-1543 or by emailing HRServiceCenter@cerner.com.

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