Service Desk Manager

Wellington, Wellington, New Zealand

Management (Information & Communication Technology)

Mobile Mentor, a Modern Managed Services Provider, built from the ground up for the modern workplace and remote worker to deliver world-class IT services and support to the modern workplace - a disruptor to the managed service provider market. Our success and experience have earned us the distinguished 2021 Microsoft Partner of the Year – Security and Modern Endpoint Management award. As a Modern Managed Service Provider, we’ve embraced the modern toolsets Microsoft has to offer and built an engine on top of the Modern Microsoft tools that deliver a more secure, more productive, and overall better experience to both our SMB and large enterprise customers. Our customer base spans the globe, with offices in the US, New Zealand, and Australia and a team of highly skilled technical professionals spread across all three countries.

THE ROLE

The Service Desk Manager  based in Wellington CBD plays a key role within our organisation and plays a significant part in ensuring we deliver a world-class customer experience to all our end-users. The Service Desk Manager leads a team of 12 IT professionals who support a pool of government and commercial customers’ day-to-day IT needs. The team is set up to function similarly to an internal IT department with a multi-functional team of IT resources, spanning from Tier 1 to Tier 3, Procurement, and onsite service delivery. The team is split between Wellington and Auckland and operates in a Hybrid model. The Service Desk Manager functions as that team's hands-on IT manager. This role requires a strong technical background, leadership skills that embrace a culture of employee growth and development, and a desire to deliver a world-class computing experience to all end-users.

WE NEED SOMEONE WHO

5+ years of experience in a technical support role, with at least 2 years in a supervisory or managerial capacity

Solid knowledge of IT services for the SMB market (specifically Microsoft applications and services, e.g. Microsoft 365, Windows 11, Entra ID, etc.)

Oversee the service desk operations, including ticket triaging, prioritisation, and resolution

Schedule resources effectively to meet service level agreements (SLAs) and performance targets

Develop and implement service desk policies, procedures, and best practices

Conduct follow-up on negative surveys with end-users to gather feedback and insights for service improvement

Monitor and check the unassigned queue regularly to ensure timely assignment and resolution of tickets

Review and approve timesheets submitted by service desk staff, ensuring accuracy and compliance with company policies

Facilitate the onboarding and training of new service desk staff, providing guidance on processes, tools, and best practices

Monitor and analyse service desk metrics to identify trends, issues, and areas for improvement

Collaborate with other IT teams to escalate and resolve complex technical issues

Provide regular reports and updates on service desk performance and metrics to stakeholders

Foster a culture of continuous improvement and customer satisfaction within the service desk team

Conduct annual performance evaluations, provide coaching and feedback, and support professional development initiatives for team members

Stay abreast of industry trends and best practices in service desk management and IT service delivery

Experienced supporting and troubleshooting SMB networks, switches, routers, Wi-Fi networks, and firewalls - Cisco Meraki and Fortinet experience a plus

Strong experience working with Microsoft 365 including Teams

Experienced with cloud backup technologies such as Datto, Veeam, etc.

Prior experience working with endpoint and end-user security tools and services such as Microsoft Defender for Endpoint, Microsoft Attack Simulation, KnowBe4, etc.

Prior experience with process management and familiarity with the ITIL foundation

An understanding of the business impact of operations issues and the ability to identify, create, and execute a remediation plan

You must have

5+ years of experience in a technical support role, with at least 2 years in a supervisory or managerial capacity

Strong knowledge of mobile and desktop operating systems including Windows, macOS, iOS/iPadOS, and Android.

Proven track record of managing a service desk or technical support team in a fast-paced environment

Strong knowledge of IT service management frameworks such as ITIL

Deep understanding of Windows and macOS networking principles, protocols, and troubleshooting techniques

Proficiency in managing Entra ID and user account administration

Experience in managing cloud-based services and infrastructure (e.g., AWS, Azure, Google Cloud Platform, Teams Voice)

Knowledge of cybersecurity best practices and tools for incident response and threat detection

Experience with endpoint management solutions and remote desktop support technologies

Familiarity with scripting languages (e.g., PowerShell) for automation and process improvement initiatives

Excellent leadership, communication, and interpersonal skills

Ability to effectively prioritize tasks and manage resources to meet SLAs

Experience working with typical Managed Service Provider (MSP) toolsets - PSA/RMM/CSAT (ConnectWise, Autotask, Kaseya, etc.)

Strong analytical and technical problem-solving skills

The ability to mentor others and help others develop their skillsets

A passion for learning and embracing new technology.

2. Nice to have

ITIL Foundation certification or other relevant certifications preferred

Microsoft or Cisco certifications

Experience working with SMB networking technologies, such as Cisco Meraki, Fortinet, SonicWall, etc.

Familiar with virtualisation and cloud desktops

YOU WILL

Oversee the day-to-day IT operations for your team's assigned customer set, ensuring you and your team implement and follow our set of best practice operating procedures

Manage the customer documentation and ensure all customer documentation remains current and up to date

Monitor the SLAs for your customer set and ensure SLAs are continuously and routinely met

Routinely monitor and manage your team’s defined KPIs

Work closely with the Mobile Mentor Managed Services Engineering team assisting with customer onboardings, managing escalation support requests to our subject matter experts, and working closely with the Technical Account Management team

Serve as the escalation manager for high-profile incident management

Ensure you and your team build a strong working relationship with your team set of defined customers

Routinely provide the Senior Leadership team with reports and insight into your customer set of KPIs and other data points as requested

Follow the proper ITIL service delivery model, enabling us to scale with repeatable and predictable results

Continuously monitor and measure key service delivery metrics and react to key data points as required

Promote a work environment for your employees and others around you that encourages ongoing professional development

The Service Desk Manager role reports to the Director of Global Service

Your application will include the following questions: Which of the following statements best describes your right to work in New Zealand?

How many years of people management experience do you have?

Do you have customer service experience?

How much notice are you required to give your current employer?

How many years' experience do you have as a Technical Support Professional?

How many years' experience do you have as an ITIL Service Manager?

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