Technology, Transformation & Digital

Service Desk Team Lead

Job Title: Service Desk Team Lead
Contract Type: Contracting Solutions
Contact Email:
Job Published: 2 months ago
  • 6 months contract
  • Auckland CBD
  • Iconic NZ company

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 team meetings to cover any updates, changes and to provide a forum for feedback from the team
  • 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 email your CV and cover letter to

REF # 116746

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