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Manager Service Desk
2 weeks ago
**About us**
The Ministry of Social Development is a people-centred organisation. We're in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy and advice to government and assistance, including income, employment and housing support to people of all ages, families, whanau and communities.
As a Te Tiriti o Waitangi partner we are committed to supporting and enabling Maori, whanau, hapu, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
**Manager Service Desk**
- **Provide Technical and People Leadership managing and improving the Service Desk practice**:
- **Permanent, full-time hours**:
- **Wellington CBD based**
**_Contribute to meaningful work whilst making a positive impact to New Zealanders nation wide_**
**Your place in the Ministry**
The Improvement, Systems and Technology group are all about enabling people and partners with improved services and effective technologies so New Zealanders can easily access the support they need. The Improvement, Systems and Technology group is organised into practices to foster continuous learning, collaboration, and expertise. Our practices need passionate, driven and experienced leaders who can continue to pave the way for MSD's Transformation.
It's an exciting time to join us. MSD has embarked upon a multi-year transformation of services to New Zealanders. Effective, modern technology will be key to enabling this transformation and we have an extensive programme of work underway.
**About the role**
MSD's transformation strategy brings with it an opportunity within the Service Desk practice. As the Manager Service Desk, you will be responsible for the operational delivery, performance, and people leadership for the MSD Service Desk.
**Key Accountabilities and Deliverables**
- Oversee the day-to-day operations of the MSD Service Desk and supporting roles, ensuring efficient and timely resolution of Incidents and Service Requests
- Monitor and manage Incidents and Service Requests, ensuring that high priority incidents are effectively identified and escalated
- Provide a customer-focused approach ensuring that their requirements are accurately captured and needs met
- Support the Manager Service Support to deliver services that exceed all customers' expectations
**What you will bring to our role**
- Experience leading a service desk function in a large and complex organisation
- Strong leadership experience, with an ability to create a culture where purpose is clearly understood and teams feel empowered, thereby lifting client satisfaction and team engagement levels
- Strong technical proficiency and knowledge of IT systems, hardware, software and troubleshooting methods
- Experience working with enterprise level IT Service Management tools and methodologies such as ITIL
If you possess the ability to operate today while thinking about and creating for tomorrow, then we'd love to hear from you
**Position Description**
Manager Service Desk Position Description
**Salary range**: $136,420.00 - $169,767.00
**How to apply**
**Note**: Your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key responsibilities listed in the position description.
**Closing date: Friday, 28 February 2025**
**Joining us**
Joining MSD means being part of a whanau that celebrates the diversity each individual represents. We show manaaki, we care about the wellbeing and success of people and want everyone to thrive, and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. We are a Treaty partner committed to strengthening relationships with Maori, Hapu, Iwi and communities to realise their own potential and aspirations.
- MSD has a COVID-19 vaccination policy that encourages, but does not require, employees to be fully vaccinated for COVID-19 and its variants, unless the role is identified as requiring vaccination at the time._
