IT Service Desk Manager

Founded in New Zealand by Sir Michael Hill in 1979, Michael Hill is a great retail success story. Over more than 40 years, we have grown to more than 280 stores across New Zealand, Australia and Canada. IT is at the forefront of what we do! Join the award-winning Global IT team in this rare Management position. 

Reporting to our IT Operations Manager this role is responsible for the day-to-day delivery of IT services within the Michael Hill Business. This would be the ideal next step in the career of an experienced IT Systems Analyst who is people centric, solutions focussed and highly motivated.

The IT Service Desk Team is responsible for IT Service Delivery across the Michael Hill Technology portfolio, including 3rd Party SaaS, in-house applications, and integration services. Understanding of ITSM, NIST, ITIL Frameworks are crucial for successful IT Service Delivery.

Using analytical and in-depth technical expertise, the IT Service Desk Manager is required to assess escalated issues, provide solutions for requests and problems – whilst continuously ensuring knowledge transfer and retrospective process improvement.

More about the opportunity:

• Ensure expert solutions are delivered to all clients, employees and stores, whilst improving Service Desk Metrics, SLAs and KPIs
• Collaborate with all areas of the business, internal stakeholders, and 3rd party vendors to proactively improve Service Desk processes.
• Expert Problem Management capability and effective stakeholder communication
• Promote a supportive & knowledge sharing culture within the team of IT Service Desk Associates.
• Working to achieve Service Desk Metrics and Business SLAs  
• Implementation of process improvement measures and automation workflows
• Produce accurate reporting on Systems Health and Trend Analysis
• Asset Management tracking and procurement

More about you:

• Proven Technical experience in supporting Windows and Apple Operating Systems with Azure Active Directory, Dynamics 365 and Enterprise Systems
• Analytical and problem-solving skills.
• Excellent Communication Skills, including management of handling major incidents.
• Excellent organisational skills, with the ability to multitask in a calm and positive manner
• Agile and Adaptable - ability to adapt new processes and changes in IT systems
• Strong leadership skills, coaching and mentorship attributes
• Proven experience along with a strong passion and drive for delivering business value and operations excellence.
• Role model leadership behaviours that demonstrate effective management of team member performance

Why join Michael Hill:

• Join a diverse and inclusive employer dedicated to your professional development
• Access to best of class productivity tools and workplace technology
• Brand new, state of art head office at Cannon Hill with onsite parking
• A fast paced and dynamic team environment with real opportunities for progression
• Global exposure & learn from amazing leaders!
• Onsite parking and amazing discounts on our full range of products
• Access to Michael Hill Rewards providing discounts and benefits to over 400 national and international retailers