Helpdesk Team Lead

2 weeks ago

Christchurch, Canterbury, New Zealand MYOB Full time

We're MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more.

We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed:
all in the one place.


We're always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better.

Take your career to a new dimension at MYOB.

About the Team


Our award-winning Employee Experience team is made up of experts who are focused on reimagining new ways of working and enabling all MYOBelievers to help more businesses in Australia and New Zealand reach their potential.

From talent acquisition, people advisory, organisational development to employee services, digital experience, and workplace experience, we ensure your ride with MYOB is an exceptional one.


The Role
We are looking for a highly motivated and experienced Helpdesk Team Lead to join our Digital Experience team.

As the leader of our helpdesk team, you will be responsible for delivering exceptional technical support to our employees, while driving the implementation of self-service solutions and support that can scale with the business.


You will work closely with key stakeholders across the company, manage and prioritize helpdesk ticket queues, and provide training and mentoring to your team members.


If you have proven IT leadership experience, a strong technical background, and a passion for delivering an amazing employee experience, we want to hear from you.


What You'll Do

  • Lead a team of Helpdesk Analysts providing support to MYOB team members across New Zealand and Australia.
  • Ensure productivity, team engagement, satisfaction and service targets are met. Ensure clear objectives are set and align with the broader Employee Experience strategy.
  • Perform incident and problem management
  • Driving to resolution, communicating with partners and owning the incident process end to end.
  • Facilitate selfsupport and automated resolution of the most common requests. Reducing manual timeconsuming work and improving the support experience.
  • Assist in scaling support from third level teams into second and first level Help Desk, reducing time to resolution.

What you should bring

  • Relevant tertiary degree (Bachelor's degree or higher in a technical, analytical or commercial area).
  • Expertise in an understanding of Service Delivery principles such as ITIL, Scrum, Kanban, Lean and Continuous Delivery
  • Relevant IT certifications (e.g. MCITP)

Our Culture & Benefits
Our values have stood the test of time.

If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

\uD83C\uDFA5 See what it's like to work at MYOB and what we're all about.

\uD83C\uDFAF Do your best work in a flexible work environment, right down to financial assistance to set up your home office it's called Flexperience, and it's designed by you and your team

\uD83C\uDFAF Our partnership with Smiling Mind helps support the wellbeing of our team members and customers

\uD83C\uDFAF Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment

\uD83C\uDFAF A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more

\uD83C\uDFAF Communities built around 'Wellness', 'Belonging' and the 'Planet' where you can make a meaningful contribution

\uD83C\uDFAF Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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