Technology, Transformation & Digital

Service Desk Team Lead

Job Title: Service Desk Team Lead
Contract Type: Permanent Recruitment
Contact Email:
Job Published: about 2 months ago

 About the company:

A Growing organisation, conveniently located on the city’s fringe offering great career support and stability.

About the role:

Ensure the service desk team deliver exceptional customer service and with your guidance provide excellent results internally meeting those SLA's.

  • Manage Staff Shift Roster to ensure appropriate resource coverage
  • Conduct monthly team capacity forecasting and planning
  • Maintain client and service desk knowledge base and documentation
  • Act as an escalation point for the team and incident manager when required
  • Regular review of team key performance indicators with the IT Manager to ensure they are appropriate
  • Monitor and manage team assigned Service Tickets on a daily basis to ensure service level agreements are being met
  • Run fortnightly team meetings to cover any updates, changes and to provide a forum for feedback from the team
  • Manage the customer onboarding process to ensure customers are onboarded correctly and in a timely manner
  • Conduct Annual and quarterly performance reviews for all direct reports
  • Respond to and resolve customer complaints or service enquiries and take corrective action as required

Skills & experience required:

  • Knowledge and experience in the operation and management of an IT Service desk
  • Strong knowledge of ITIL
  • Experience in people management
  • Strong customer service delivery focus

We'd love to hear from you, if this is the right role for you - APPLY now or contact Mignon on 027 582 1129 for a confidential discussion.

Beyond Recruitment Technology, Transformation & Digital, connecting IT talent with IT opportunities. Visit for more roles and information.

Candidates who have the legal right to work in NZ are invited to apply.

REF # 111175