Service Desk Team Leader

About the company and role

Our client, a growing Managed Services Provider, serving businesses across New Zealand and Australia, fostering a dynamic work environment 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 be responsible for managing and coordinating the efficient handling of incoming service desk calls and tickets, ensuring timely and courteous resolution of incidents and requests. You will play a pivotal role in building 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.

Key Responsibilities:

• Oversee the processing of service desk calls and tickets, ensuring prompt and effective resolution of issues.
• Lead efforts in resolving client issues and complaints to maintain high customer satisfaction.
• Ensure the service desk achieves and maintains performance objectives.
• Manage escalations and notify relevant management when required.
• Develop and mentor the Service Desk 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.
• Uphold professional conduct and maintain the highest standards of ethical behaviour.

 
Skills and Experience Required:

• Proven experience leading a 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.

Additional skills

• Strong organizational skills and the ability to prioritize tasks effectively.
• Excellent verbal and written communication skills, with the ability to engage with customers and internal teams.
• Proven leadership capabilities to motivate and guide a team towards success.
• High levels of honesty, integrity, and professionalism.
• Strong analytical and problem-solving skills, with a logical approach to diagnostics.
• Friendly and approachable demeanour, with the ability to build rapport quickly.
• Calm and professional under pressure, with the ability to manage competing demands effectively.
• A proactive, resourceful mindset with a “can-do” attitude.
• Sense of humour and a positive approach to work.

This is an excellent opportunity for an experienced Service Desk leader looking to take their career to the next level in a supportive and forward-thinking environment.

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 – This role is only open to candidates with valid NZ working rights.

Apply now