IT Service Desk Team Lead

2 weeks ago

Manukau, Auckland, New Zealand 84 recruitment Full time

About the company
Our client is a one of NZ's market leading digital services provider.

They provide the tools, stretch, and an inclusive environment, so you stay continually ahead of the game and are always able to bring your authentic self to work.

They provide a people first culture with endless opportunities to grow.

About the role

The role requires the ability to develop, grow and nurture positive relationships with the Service Desk team, our client's client, their suppliers, their internal delivery, and support functions.


Your day to day tasks will vary, however, you can expect to;

  • Manage and develop the service desk team to meet their customer service standards
  • Develop support documentation to assist with managing incidents and requests
  • Report and monitor the service desk performance.
  • Ensure the service desk is resourced to meet customer demand
  • Provide metrics to help us drive their goal of continuous improvement

_ Essential Skills_

  • Experience of managing a service desk team
  • Excellent verbal and written communication skills
  • An active / empathic leader
  • Proven organisational skills with the ability to multitask
  • Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problemsolving techniques
  • Drive, selfmotivation and ability to work under own initiative
  • Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services
  • Experience of administration / ownership of service desk tools and technology, such as Contact Centre, ITSM, remote access, knowledge resources
  • Experience of developing effective working relationships with customers and suppliers
  • Experience of delivering a high level of customer service
  • The necessary skills and attributes to integrate successfully into a busy team

What's in it for you?

  • Come to work in a collaborative, supportive environment, where your equally brilliant colleagues will push you to be your best.
  • Competitive benefits and pay, opportunities for professional development and the flexibility you need to achieve balance.
  • Endless opportunities to grow within the organisation
  • NO Weekends NO Shift work
  • Top technical equipment for your new job
  • Hybrid work environment with tons of flexibility
  • Interesting projects and opportunities to work with some of NZ's market leading organisations.
Applications will close Friday 16th June.

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