The Company Our client, a thriving global enterprise, pioneer's innovative technologies to enhance digital workplaces. They accelerate business efficiency, intelligence, and agility, aligning services and support seamlessly with their technological expertise. Our client is committed to continuous improvement, they apply agile methodologies and best practices to craft optimal solutions for their clients across APAC.

The Role The Service Desk Manager's primary duty is to lead and manage our client's delivery team, ensuring resolution of technical issues and exceptional customer service. The SDM oversees 'business as usual' service ticket logistics and manages service work throughout the ticket lifecycle. Additionally, the SDM heads the Customer Escalation team, leads reactive problem management, and serves as a key resource for customer and staff regarding general information and business processes in Digital Services.

The key expectation is to create better value for their customers, drive efficiency through modernization and innovation, and contribute to building a world-class Service Desk. The SDM will: Manage Managed Delivery teams for New Zealand and Australian Digital Services customers, as well as deliver Service Desk services to internal staff. Oversee ticket workload throughout the lifecycle.

Mentor and develop engineers and team leads. Collaborate with the Senior Management team to identify areas for continual improvement. Drive continual service improvement and efficiency.

Forecast capacity constraints. Provide proven value-add to customer service. Drive Customer Experience and uptake.

Collaborate with other Managers to maximize the use of all ITSM vendor tools (Connectwise, Brightgauge, RCX, Smileback, Kaseya, VOIP system, etc.). About you You have the technical know-how and leadership ability to build strong relationships and build a high functioning team.

Your technical skills let you explain complex concepts to clients, colleagues, and you have a brilliant collaborative approach, fitting seamlessly into a team in a high paced and dynamic environment. What's on offer? Professional development. A rare opportunity to showcase your skill set, run complex projects and be rewarded for your initiative.

A clear career path with a company that promotes on merit. A corporate culture that cultivates work-life balance. How to apply Please send your resume in Microsoft Word format by clicking on the apply button or for further information, contact Stanley Onacha or Ian Hamilton in our Auckland office on 09-915-6700.

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