IT Service Desk Team Leader

KPMG New Zealand is part of the international KPMG network, one of the world’s leading professional services organisations. We provide audit, tax, and advisory services to individuals, SMEs, not-for-profit organisations, multi-nationals and government agencies.

Our people experience is anchored in a clearly articulated purpose of ‘Fuelling New Zealand’s prosperity’ and our contribution to the shared wealth and lasting well-being for all New Zealanders. In order to deliver this, we must attract, develop and retain the very best people and create a workplace environment in which everyone is able to flourish. We are proud of our reputation for values-driven behaviour that guide our actions and defines what it means to work at and be part of KPMG. We believe in Integrity - We do what is right; Excellence - We never stop learning and improving; Courage - We think and act boldly; Together - We respect each other and draw strength from our differences; and For Better - We do what matters.

The KPMG IT Group delivers and supports information systems to help build the future at KPMG through the innovative use of technology.

**The opportunity**:

- The role of the Service Desk Team Leader is to ensure the effective operational delivery of IT Services across KPMG NZ. This includes providing the highest level of customer service, developing lasting customer relationships, managing the service team members, managing the Service Delivery relationships with the client to ensure KPMG’s performance against contracted Service Levels are governed and that referenceable customer satisfaction results are obtained.

**Day to day you will**:

- Manage the day-to-day delivery of the services with operational teams and any third-party organisations, in accordance with the SLA’s and KPI’s, ensuring the resourcing requirements are appropriately managed
- Mentor and develop team members in line with KPMG practices to provide exceptional customer service and career path development
- Ensure adherence to escalation matrices and manage service escalations to ensure issues are dealt with expediently
- Communicate proactively and clearly with the key stakeholders to ensure effective, timely understanding and reporting of relevant information
- Communicate effectively to ensure the ITS Team clearly understands deliverables to, and expectations from internal clients
- Manage relationships and communication on a daily basis, including contractors, procurement, professional services, service desk and supplier groups
- Provide internal and external reporting on agreed service levels, with recommendations for improvements
- Ongoing review and alignment of service offerings with internal customer requirements
- Ensure continuous improvement by initiating and driving regular process and quality reviews with the service teams

**What you will bring to the team**:

- Competent user of MS Excel, Word, Outlook and PowerPoint
- Strong technical background and well-developed skills in operational management and customer support experience
- Experience in delivering projects within an agile environment
- Previous experience leading effective teams with good delegation, monitoring and reporting skills
- Extensive Windows OS knowledge
- Microsoft server knowledge and experience
- Knowledge of vitualisation and storage technologies
- Experience with Service Now
- Experience with AV systems
- Knowledge of iOS devices
- Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice
- Effective representation of team and KPMG
- Proactive, active listening, persuading and influencing, informal presentation, conflict resolution, informal group facilitation
- Superior verbal and written communication skills as well as strong documentation skills
- Relationship management - stakeholder management across all levels of the organisation

**Life at KPMG**
- We offer rewarding careers to talented individuals and a range of benefits to help provide holistic support for your work life, whatever your circumstance. As a KPMG employee, we will offer you:
- Hybrid Working - a mix of working in the office and at home to enhance your work/life balance as well as access to technology to get your 'home hub' set up.
- — Work from Overseas policy - extend time connecting with friends and family outside New Zealand
- — Flexible leave options, including the ability to purchase additional annual leave.
- — Unlimited access to digital accreditations through our partnership with Microsoft, LinkedIn Learning, with bespoke learning pathways for all employees.
- — Corporate discounts on a range of lifestyle goods and services.
- — Opportunity to join any of our Inclusion, Diversity and Equity networks as a participant and ally.
- — Opportunity to join our Social club and enjoy activities such as cooking classes, painting, quiz nights and more.
- — Time off for volunteering.

- Eligibility to our annual discretionary bo