Customer Service Desk Team Lead

• Join one of the world’s premier mining technology companies.
• A global company with offices in 22 of the world’s mining capitals
• A team-first culture, flexible work options, and great benefits.

About Us

Founded 37 years ago, Micromine is at the cutting edge of next-generation technology for mining. With offices in 9 different countries, we are one of the world's premier mining software companies; our technology is used in all corners of the globe.

What We Offer

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

• High growth company providing growth opportunities for our people
• Work from home (WFH) and flexibility options to balance work and home life
• 12 weeks paid parental leave – primary and secondary carers
• Free gym membership
• Employee Assistance Program for you and your family
• Social Connection and Responsibility Program
• Delicious fresh fruit and coffee in the office
• Discounted private health insurance
• Novated leasing
• The opportunity to work across both the Mining and Technology sectors
• An engaging team culture and a modern office within Perth’s CBD

About The Opportunity

As the Customer Service Desk Team Lead, you will be at the forefront of our Level 1 IT customer support team, driving excellence in service delivery and process enhancement across our global operations. If you thrive in a results-driven client facing environment and possess strong leadership skills, this is the opportunity for you.

Other responsibilities will include but are not limited to:

• Provide comprehensive telephone, email, and ticketed support for Micromine users.
• Recruit, train, and manage technical support resources globally.
• Provide guidance, coaching, and direction to team members.
• Monitor and ensure adherence to SLAs and team KPIs.
• Address feedback and provide insights to improve customer experience.
• Follow up on bug/improvement request cases with development teams.
• Act as the point of contact for escalations.

About You

You will have a proven background in a client facing support environment, ideally with team management experience.

Other key skills, experience, and qualifications:

• Senior experience in a technical support role, preferably from a call center, helpdesk, ISP, MSP, or software support environment.
• Understanding of the ITIL framework, cloud computing technologies, common database technologies (SQL Database, MySQL, Oracle), and emerging computing trends.
• Excellent written and verbal communication and interpersonal skills.
• People management experience and an ability to build and lead an international team, providing professional training and development.
• Tertiary qualification in Information Technology, computer science, or similar.

Next Steps

If you are a team player and up for the challenge of a fast-paced, multifaceted role, we encourage you to apply for this exciting opportunity.

To learn more or apply, visit our website at www.micromine.com.