Senior Service Desk Lead

2 weeks ago

Hamilton, New Zealand gallagher Full time

**About Gallagher**

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses but our purpose also means we care deeply about our people and their families. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe and exports across the world, we provide our employees unrivalled globally focused career pathways.

**The Opportunity**

In this role, you'll provide advanced technical support and guidance to our service desk team, ensuring timely and effective resolution of technical issues. As the lead, you'll handle more complex cases, support the installation, maintenance, and procurement of IT equipment and software, and work with other IS teams to resolve issues. Your responsibilities include overseeing the prompt resolution of advanced technical issues, ensuring incidents are efficiently escalated when necessary, managing service desk operations, and documenting processes. You'll also maintain accurate records, foster client relationships, and deliver an excellent service experience. By mentoring and coaching your team, you'll reduce knowledge and skill gaps, promoting shared learning and development. Additionally, you'll assist in performance reporting, maintain KPIs, and identify opportunities to enhance service desk support and implement improvements.

**The Fit**

We’re looking for an experienced IT professional with a strong technical background and a passion for mentoring others. You have a minimum of 2 years in a senior support IT role and proven leadership and supervision experience in an IT environment. An ITIL certification (V3 or V4) is an advantage. Your strengths include:

- Proven leadership and mentoring skills
- Staff supervision and performance management
- Clear and concise verbal and written communication using visual models
- Expertise in managing IT equipment, networks, and software
- Troubleshooting and resolving advanced technical problems
- Detail-oriented and able to manage multiple priorities
- Commitment to continuous improvement and learning

**Why Gallagher?**

At Gallagher, we foster a supportive and family-friendly work environment, where collaboration, innovation, and continuous improvement are at the forefront of everything we do. We value work-life balance and prioritise the well-being of our employees. We also offer:

- Free on-site parking, subsidised in-house café + local eateries nearby
- Life & Disability Insurance
- Boost App membership; Gallagher staff discounts at a variety of NZ stores
- Plenty of fun along the way

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