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IT Service Desk Manager



Work type:


Business sector:

Information & Communication Technology


NZD120000.00 - NZD125000 per annum

Job reference:


Start date:


Contact email:


Lauren Symmons

The main role of the IT Service Desk Manager is to manage the Service Desk which provides 1st and 2nd level support for business applications, hardware, connectivity, configuration and user support.

Reporting to the Chief Information Officer, the Service Desk Manager is responsible for leading the Service Desk team and driving performance against agreed Service Level Agreements (SLA's).

As the Service Desk Manager, you will be responsible for supporting approximately 10 analysts of varying skills sets and ensuring they resolve support calls to agreed service levels and complete user and other administration tasks.  

Some of your responsibilities will include:
  • Managing a team of service desk analysts
  • Developing and implementing robust processes to ensure a high quality service is provided to customers
  • Implementing methodologies to improve first call resolution
  • Analyzing service desk activity and making recommendations for increased organisational efficiency
  • Training service desk staff
  • Participating in IT projects

About You

You will have the ability to lead by example and inspire a team to provide excellent customer service.

You will possess the following:
  • Minimum of 3 years experience in IT Service Desk Management
  • Minimum of 6 years experience in IT with the following technologies:
- Microsoft Windows 20xx server
- Microsoft Exchange server
- Microsoft SQL Server
  • Excellent communication skills
This is an exciting opportunity to join a fast faced government organisation. You will be joining a friendly, happy and innovative team.

Simply apply now, alternatively contact Lauren at

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