Desktop Support Manager

**About the Opportunity**:
At Entain the customer is at the centre of what we do and our Desktop Team is focused on delivering best-in-class desktop support services to our employees so we can give the customer the best version of us.

We have a brand-new role to add to the team, The Desktop Support Manager, who will lead the establishment of systems and processes to ensure we maintain the highest service quality for their stakeholders.

The Desktop Support Manager operates with an innate understanding that the service we provide our customers is only as good as the tools and systems we provide to our employees, alongside the speed and quality of response at times when our colleagues require support.

This is an excellent opportunity for someone looking to make their mark in an established business, who can build strong relationships and is energised by refining the current state to ensure we remain best in class from a desktop point of view.

**About Entain**:
We're Entain. Our vision is to be the world leader in sports and gaming entertainment. We are creating exciting and trusted experiences for our customers and revolutionising the gaming space as we go. Combining technology and entertainment to create products that push the boundaries, Entain is home to a global family of more than 25 well-known brands - names such as Ladbrokes Australia, neds, Bookmaker, betstar, and many more.

**Key Responsibilities include**:
**Leadership**
- Ensure the desktop support team is led powerfully ensuring an ongoing culture of development and growth.
- Instil a culture of recognition in the Desktop Support team.
- Managing the resources of the Desktop Support group.
- Managing the recruitment of new employees and the professional development of existing employees

**Systems and Processes**
- Establish best-in-class systems and processes with the highest level of service quality in mind.

**Asset Management**
- Ensure all assets are catalogued and managed in a commercially responsible manner.
- In alignment ISO requirements
- Procurement
- Asset tagging
- Asset assignment registration etc.

**Service Quality**
- Maintain a consistently high level of service quality to all internal stakeholders.
- Providing a rapid and efficient resolution service to users with escalated Desktop technical issues.
- Ensuring faults are either rectified within a specified time limit or escalated to Level 3 Engineers or Cloud as necessary.
- Ensuring escalation procedures from Desktop Support are communicated and followed.
- Ensuring that desktop performance and reliability is maintained within agreed service levels.
- Regularly review and recommend changes to SLAs

**Stakeholder Management and Engagement**
- Work side by side with the People Team to ensure smooth, and efficient technology onboarding and offboarding experiences
- Actively engage with all internal stakeholders to ensure we are continuously improving our Desktop Support service offering.
- Fostering and implementing process improvement methodologies to continually enhance desktop support performance.
- Provide advisory to Corporate Technology enhancement projects as required.

**Who we're looking for**:

- You have a well-developed management skills in planning and scheduling, together with the ability to lead and motivate a team of specialist staff.
- You are on a constant search for process improvement and ways to improve service quality.
- You are of course experienced in all aspects of relevant IT Support in an organisation of similar sizes.
- You bring a strong knowledge of the organisation's existing IT infrastructure, operating systems, and software.
- Experience in process improvement methodologies.
- Exceptional customer service focussed

**W**hy Entain**:

- Genuinely flexible work arrangements - we aim to be in the office two days a week, but we want you to work the way that best suits you and your life.
- 9-day fortnights - Yep that's right
- Up to 12 weeks Paid Parental leave.
- Heavily subsidised gym memberships and other paid-for services as part of our wellness calendar.
- Free onsite barista and fully stocked fridge and pantry for breakfast and lunch.
- Extensive learning and development programs so you can expand your expertise.
- Company-wide events to recognise and celebrate the great work of our team.
- We LOVE Entertainment, and Racing and Sports are at the heart of everything we do. So, it only makes sense that we provide access to free and discounted tickets to sporting and racing events.

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views