Position Overview
We are seeking an exceptional Practice Lead, End User Support to join IT Services at Massey University and lead a high-performing, customer-centric team providing seamless support to all users across the University. This is an opportunity to make a significant impact as we modernize and innovate our technology landscape to align with the future of higher education.
Mō wai mātou | About Us
Massey University is a global leader in research, working across disciplines to solve national and global challenges. Our IT Services are evolving under new leadership, with a focus on modernizing applications and integration to support the university’s strategic goals.
Mō tēnei tūranga mahi | About this role
As the Practice Lead, you will be responsible for ensuring timely and effective end user support and fostering a positive service culture. In this role, you will have the unique opportunity to shape the direction and operational management of the End User Support practice, overseeing the team and technology that help users access and utilise essential IT services. You will work closely with suppliers and senior leaders to enhance the delivery and experience of IT services and applications across multiple sites and campuses. Your leadership will set the tone for a culture of collaboration, excellence, and customer satisfaction.
Āu Mahi | What You Will Do
Lead the End User Support practice, ensuring users across all University campuses receive consistent, timely and effective IT support, both remotely and on-site.
Oversee the incident management process, ensuring that all incidents are reported, resolved, and documented within agreed service targets.
Oversee the request fulfilment process, ensuring all service requests are handled promptly and efficiently in line with agreed service levels.
Collaborate with Team Leaders and external service providers to ensure the support team is well-equipped, trained, and has efficient access to systems, either directly or through automation, to address user issues effectively.
Foster a customer-centric service culture by providing leadership, motivation, and guidance to the support team, ensuring a high level of professionalism, approachability, and responsiveness.
Lead the deployment of end-user hardware and the delivery of related support services, ensuring smooth operations across all campuses.
Support the development and continuous improvement of knowledge management practices to enhance self-service and troubleshooting capabilities.
Assist in the creation and ongoing maintenance of a comprehensive service catalogue that clearly defines the IT services available to users.
Track, monitor, and report on service levels, ensuring all end user support activities meet or exceed agreed targets and expectations.
Drive continuous improvement in support practices, identifying and implementing opportunities to enhance service quality and customer satisfaction across the university.
Ko koe tēnei | Who You Are
Minimum 7 years experience in an IT or IT-related position, with a deep background in the provision of IT support services to end users.
A tertiary qualification in an IT or Business Management subject, or equivalent extensive industry experience.
Industry recognised certification in IT Service Management at a practitioner or manager level.
Experienced leader with the ability to motivate and develop a team, fostering a culture of collaboration and excellence.
Strong experience in managing incident response and problem management, tracking service performance in line with service level targets.
A passion for providing excellent customer service and the ability to improve support practices to enhance user experience.
Experience in building and effectively managing cohesive teams, including the ability to coach and develop a team.
Exceptional verbal and written communication skills, with the ability to explain complex technical issues to both technical and non-technical audiences.
Proven experience identifying and implementing improvements that enhance service experience and operational efficiency.
Demonstrable familiarity with current strategic issues facing IT departments (preferably in a University or NZ government context).
Ko ngā hua o te tūranga? | What’s in it for you?
Up to 6.75% employer contribution to the UniSaver Superannuation Scheme
Five university holidays per year in addition to your annual leave
Subsidised Southern Cross Healthcare plan for you and your family
Discounted membership to our fully equipped recreation centre and gym facilities
Staff purchasing privileges and discounts at many commercial and retail businesses across NZ
Access to a wonderful on-campus crèche/day care facilities for dependents of staff on our Manawatū campus
Professional development and training programmes
Leading a team of passionate, engaged, and experienced kaimahi
This full-time (37.5h p/w) position is based at our Palmerston North or Wellington campus. Many of the IT Services teams and business stakeholders are based on our Palmerston North campus, which is the preferred location for this role. Consideration may be given for the right candidate to be based at our Wellington Campus, however regular travel to Palmerston North will be required.
Appointment will be commensurate of skills and experience within the $130 - $170K range.
Join us and lead a key part of Massey University’s digital transformation.
