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Support Manager

General Information

Ref #:


Travel Amount Required:


Job Type:

Regular-Full Time


Brisbane - Queensland - Australia, Eastwood - New South Wales - Australia, Kew/Melbourne - Victoria - Australia, Macquarie Park - New South Wales - Australia, Sydney - New South Wales - Australia

Description & Qualifications


We are looking for a Support Manager for Virtual Roster Solution Group to join our team at UKG.

In this role, you will be responsible for:

• Manage the Support of UKG Virtual Roster
• Manage a team of Virtual Roster Product Support Specialists located in Australia, Macau and the United States
• Provide technical support to customers and support specialists across the suite of UKG Virtual Roster Products
• Prioritise and control escalations of incidents/report defects to other relevant teams.
• Lead, manage, and assist with proactive support activities for the Virtual Roster client base; including but not limited to Huddles, webinars, and client based learning
• Ensure teams are following support processes, meeting standards and advising customers with the best practice of Virtual Roster.
• Conduct people manager’s duties for regional team managers and any direct reports.
• Organise and monitor the performance of support operations and SLA compliance.
• Perform/manage 3rd level support to the support specialists resolving escalated cases from other regions.
• Provide appropriate guidance to Engineering by analyzing and identifying root causes of software defects
• Design and create SQL queries related to Virtual Roster Database for reporting and troubleshooting.
• Perform other duties and functions as assigned.


To be successful in the role you will bring:

• Tertiary level qualification in IT, Computer Science or equivalent.
• 5+ years’ experience in Virtual Roster.
• Experiences in leading teams of product support specialists.
• Specialist in Virtual Roster products, particularly in Pay Rule, Universal Importer and Exporter configurations.
• Experience with SQL database and demonstrated ability of SQL scripts.
• Understanding Microsoft Windows operating system environment, including IIS server.
• Demonstrated ability to use internal and third-party tools for testing and troubleshooting.
• Logical and analytical thinker with strong critical thinking skills.
• Proven ability to break down complex problems and deliver solutions while working under pressure.
• Passion for learning, understanding, and maintaining new knowledge in IT fields.
• Effectively share information and knowledge of Virtual Roster and IT technologies with support specialists.
• Proactive attitude and strong customer service mindset.
• Strong communication and interpersonal skills and ability to build and maintain relationship at all levels.
• Ability to plan and organize workload and project delivery.
• Knowledge of awards and enterprise agreements within the ANZ region is highly regarded.

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email