Service Desk Manager

ABOUT US

We are a regionally embedded business technology partner providing technology and advisory services that empowers and protects businesses.

At MicrotechDPS were driven by our mission to lead through innovative technology transformation so that together everyone succeeds.

Were a team of real passionate and empowered professionals and foster a cohesive and collaborative environment encouraging us to support each other in achieving our shared objectives.

ABOUT THE ROLE

We are seeking an experienced Service Desk Manager to lead and mentor our service desk team ensuring excellent customer support and efficient service delivery. This role has become available due to an internal promotion and the implementation of our growth plans. In this key leadership role you will be responsible for overseeing daytoday operations of the help desk providing guidance to the L1 and L2 technicians acting as an escalation point managing IT projects and maintaining relationships with both clients and other stakeholders.

You will join a tightknit team that consistently fosters a collaborative spirit where team members support and learn from each other. We are committed to your growth providing an annual training allowance and ample opportunities to collaborate with other teams particularly our L3 engineers and solutions team.

Key responsibilities include:

• Lead empower and provide daytoday guidance to the Service Desk team
• Oversee the performance of the Service Desk team setting and reporting on KPIs and other metrics and ensuring service level agreements are met
• Coordinating and managing all relevant stakeholders including customers and other teams who are involved in service desk operations to ensure service levels are achieved.
• Oversee and manage IT projects from conception to completion ensuring they align with deliverables.
• Ensure all processes used by the service desk are thoroughly documented consistently audited and regularly improved.

ABOUT YOU

• Proven experience managing service desk teams with the ability to lead in a fastpaced environment
• Strong understanding of IT infrastructure service delivery and ITIL
• Expertise in ITSM tools (e.g. Autotask ServiceNow Zendesk).
• Excellent communication and customer service skills.
• Proven track record in managing projects and driving operational excellence.

WHY JOIN US

• Unrivalled reputation For years MicrotechDPS has stood strong as an established brand in the industry and our local communities
• Opportunity to lead a growing business in a thriving industry
• Great culture our team describe our culture as supportive familyoriented and inclusive.
• A wellness program with a range of initiatives throughout the year to support our team in prioritising their health in a fastpaced work environment
• Opportunities for personal and professional development with access to industry training opportunities

HOW TO APPLY

To apply please click Apply to submit your resume and cover letter or alternatively get in touch with us for more information. If your application resonates with us you can expect a call to discuss this opportunity further. Please have confidence that we treat all applications as private and confidential.To learn more about us go to www.microtechdps