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Service Desk Team Lead

6 months ago

Perth, Australia Micromine Full time

Join one of the world’s premier mining technology companies.
- An established business, operating for 36 years, with 22 offices globally.
- An enjoyable team culture, work from home (WFH) options, and great benefits.

**About Us**

Founded 36 years ago, Micromine is a leading provider of next-generation technology for mining. With 22 offices globally, we are one of the world's premier mining software companies, and our solutions are used in more than 90 countries.

**What We Offer**

An established multinational business, that is growing fast, with great benefits:

- Free gym membership
- Enjoyable team culture
- Discounted private health insurance
- Flexible work from home arrangements
- An opportunity to work within the mining technology sector
- Business hours, no on call
- Modern office within the Perth CBD

**About The Opportunity**

As a Service Desk Team Lead, reporting directly to the Global Head of Technical Support, you will have the opportunity to lead and inspire a high-performing team dedicated to providing support for Micromine’s Mining & Geology modelling products.

In this role you’ll have the autonomy to implement processes, work with our development teams and analyse service levels (to name a few) to ensure your team is able to deliver efficient and effective support to partners and customers alike.

Your primary responsibilities will include:

- Oversee daily operations of your technical team (currently 6 resources and growing) and ensure efficient handling of support requests and incidents.
- Set and monitor SLAs & KPIs to measure the team's performance and ensure customer satisfaction.
- Develop and maintain standard operating procedures (SOPs) for handling different types of incidents and requests.
- Train, mentor, and provide guidance to the support team to enhance their technical skills and customer service abilities.
- Identify recurring issues and work with internal teams to implement permanent solutions or improvements to prevent future incidents.

**About You**

Key skills, experience, and qualifications:

- Experience leading teams within a customer service capacity.
- Proven leadership capacity supporting an engaging culture.
- Excellent communication and interpersonal skills, both written and verbal.
- A strong customer service focus with a ‘can do’ attitude that is results and metric driven by team KPI’s and SLA’s.
- Exposure to mining is a big plus.

**Next Steps**

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