• Lead a high performing Service Desk team
• Competitive remuneration
• Career progression opportunities

About the company and role

Our client is a leading Managed Services Provider, with clients across New Zealand and Australia. They have a great work culture that encourages growth, innovation, and collaboration. They are currently seeking a dedicated Service Desk Team Leader to oversee and enhance their service operations.

As the Service Desk Team Leader, you will act as an SME and Technical escalation point, and will assist with the resolution of level 1, 2 and 3 issues. You will be responsible for managing and coordinating the efficient handling of incoming calls and tickets, ensuring timely and courteous resolution of incidents and requests. You will build strong client relationships, resolving issues, and maintaining high performance standards for the Service Desk team. This is a hands-on leadership role, with a focus on team development, reporting, and driving service improvements.

Day to Day Responsibilities

• Lead efforts in resolving client issues and complaints to maintain high customer satisfaction.
• Manage and resolve escalations and notify relevant management when required.
• Oversee the processing of calls and tickets, ensuring prompt and effective resolution of issues.
• Develop and mentor your team, motivating them to achieve peak performance.
• Track and report staff performance against defined metrics, identifying areas for improvement.
• Provide valuable insights on recurring incidents, trends, and potential problem management or upgrade opportunities.
• Report on call volumes, incident trends, and overall service desk performance to the wider IT team.
• Monitor and communicate performance metrics, including SLA adherence.
• Build and maintain positive relationships with customers, enhancing the company’s reputation.
• Stay up to date with industry trends and advancements to continuously expand your technical expertise.

Benefits

• Competitive remuneration
• Southern Cross Health Insurance
• Day off on your birthday
• 2 days each year to work with the charitable organisation of your choosing

Skills & Experience Required

• Proven experience as a hands-on System Engineer or Senior IT Support Engineer.
• Experience leading an IT Support or Service Desk team.
• Experience in coaching or mentoring team members is highly desirable.
• Strong understanding of IT service delivery and methodologies (e.g., ITIL).
• Technical expertise in Microsoft technologies, including Active Directory, M365, Windows Server, and VMware.
• Experience with networking (LAN, WLAN, WAN) and managing switches and routers.
• Sound knowledge of desktop hardware, software, and operating systems (MS Office products).
• A good awareness of information security principles.
• Strong customer service focus with the ability to build and maintain relationships with customers and vendors.
• A proactive, resourceful mindset with a “can-do” attitude.
• Sense of humour and a positive approach to work.

How to Apply: Click on apply and include your CV and cover letter or for any further details reach out to charolette.selvey@absoluteit.co.nz OR simon.meehan@absoluteit.co.nz

NOTE TO OVERSEAS CANDIDATES – This role is only open to candidates with valid NZ working rights.