Service Desk Team Lead

**Introduction**:
Do you want to work for a New Zealand owned business that is all about people and getting things done in a collaborative, fun environment? Then come join our team and share your IT managed services sales DNA with some of NZ’s leading brands.

About DDS IT

Our culture starts and ends with our people.

We are a successful IT Services business with an eye on the future, having grown to 100+ staff across Auckland, Wellington, Hamilton and Christchurch. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.

At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.

We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.

Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.

**Description**:
Working for the Professional Services, client team, you’ll enable and enhance the ability of this well-known corporate to deliver outcomes for their core business. Create long standing positive partnerships with key stakeholders, effectively building rapport and influence.

Thrive in successfully leading a technical service desk support team; you’ll develop, implement, lead, and continuously improve these. Ensure stakeholder expectations are met, and incidents and problems are managed and resolved, meeting accepted industry good practice and contractual obligations.

**Your main areas of responsibility will be**:
Innovating; facilitating and supporting changes needed
Overseeing incident management
Relationship and resource management
Management of the Service Desk Engineers responsible for the resolution or escalation of customer service requests while maintaining established external Service Level Agreements and internal Service Level Objectives;
Helping to establish and maintain an appropriately resourced support team in a flexible working environment;
Working together with the Service Desk Manager and Service Delivery Manager to continue building the management practice and processes and engaging in best-practice management techniques such regular one-on-ones, performance reviews and regular coaching/mentoring;
Creating and maintaining KPI metrics for the team and providing regular feedback where required;
Encourage a culture of automation and continuous improvement to ensure we’re constantly building on our established practices.

**Skills and Experiences**:
What we are looking for

An experienced Service Desk Team Lead you’ve spent over 3 years leading a Service desk Team.

You understand the operations and are great at communicating with IT professionals.

You’re up with the play on sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL). Providing exceptional customer service is important to you and you’re able to encourage this ethic in the team

However, who you are is more important than what you’ve done. Naturally you’re flexible, adaptable and composed.

You enjoy working both independently and collaboratively, enabling the team through sharing information.

Your organization and time management are impressive; you’re able to deliver high quality work, taking pride in your reputation. You’re passionate about supporting people to reach their potential. You’ll thrive in a company that holds high ethics and is values driven.

Talk to us now

So, if you’re a Service Desk Team Lead who’d love to lead the IT delivery knowing the company is right there behind you, as serious about service as you are, let’s talk

People are at the heart of DDS IT. Excellent culture with a caring and family feel. Now is a once in a lifetime opportunity to join the DDS IT family.

At DDS IT, we strive for excellent HR and Recruitment and Selection standards. We are proud to be an Equal Opportunities Employer (EOE) and believe that diversity within the workplace is an essential element to our success.