Desktop Technical Lead

Absolute IT; New Zealand; On-site; NZD 90,000 - 130,000; Full time

Job summary

Absolute IT is supporting a client in New Zealand seeking a Technical Lead to own end user technology services and establish processes ensuring high service levels across the organisation. This hands-on leadership role combines strategic improvement with operational support in a predominantly Microsoft environment.

You will mentor the team and partner with stakeholders to shape the future of workplace technology services.

Qualifications

• Previous experience in a Technical Lead, Senior Desktop Support, End User Computing, or Service Delivery role.
• Proven experience establishing or improving IT support processes and operational frameworks.
• Strong understanding of service management principles and delivering high-quality user support.
• Experience supporting Microsoft environments, including Windows and Microsoft 365.
• Strong troubleshooting skills across desktop, hardware, mobility, and workplace technologies.
• Demonstrated ability to engage and influence stakeholders at all levels of an organisation.
• Experience working with service desk tools, reporting, and service performance metrics.
• A proactive, continuous improvement mindset with the ability to balance strategic thinking and hands-on delivery.
• Strong communication skills and a customer-centric approach.

Responsibilities

• Lead the delivery of end user technology support services across the organisation.
• Establish and continuously improve support processes, standards, and documentation.
• Drive service improvements to enhance user experience and service outcomes.
• Provide Level 2 and Level 3 technical support for escalated issues.
• Deliver hands-on desktop, hardware, software, and Microsoft 365 support.
• Develop and monitor service metrics, reporting, and support performance measures.
• Partner with stakeholders to understand business needs and align technology services accordingly.
• Support technology projects, device lifecycle management, and workplace technology initiatives.
• Mentor team members and promote best practices across the support function.

Skills

Technical Lead

Senior Desktop Support

End User Computing

Service Delivery

IT process improvement

Service management

Microsoft 365

Windows

Troubleshooting

Desktop hardware

Mobility

Workplace tech

Stakeholder engagement

Service desk tools

Reporting

Metrics

Continuous improvement

Customer focus

Communication skills

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Our client is a well-established organisation with a busy operational workforce and a strong reliance on technology to support day-to-day operations. They are seeking an experienced Desktop Support Analyst to join the team on a short-term contract and provide additional support during a busy period.

About the Role

Our client is seeking a Technical Lead to take ownership of end user technology services while helping establish the processes, standards, and structure needed to deliver consistently high service levels across the organisation.

This is a hands-on leadership role within a predominantly Microsoft-based environment, suited to someone who enjoys balancing strategic improvement with operational support. You'll lead by example, providing technical guidance and support across the business while identifying opportunities to enhance service delivery, streamline support processes, improve governance, and build a more mature support function.

Working closely with stakeholders at all levels, you'll act as a trusted technology partner, ensuring end users receive a high-quality support experience while helping shape the future direction of workplace technology services.

Day-to-Day Responsibilities

• Lead the delivery of end user technology support services across the organisation
• Establish and continuously improve support processes, standards, and documentation
• Drive service improvements to enhance user experience and service outcomes
• Provide Level 2 and Level 3 technical support for escalated issues
• Deliver hands-on desktop, hardware, software, and Microsoft 365 support
• Develop and monitor service metrics, reporting, and support performance measures
• Partner with stakeholders to understand business needs and align technology services accordingly
• Support technology projects, device lifecycle management, and workplace technology initiatives
• Mentor team members and promote best practices across the support function

About the Organisation

Our client is a well-established organisation with a busy operational workforce and a strong reliance on technology to support day-to-day operations. They are seeking an experienced Desktop Support Analyst to join the team on a short-term contract and provide additional support during a busy period.

About the Role

Our client is seeking a Technical Lead to take ownership of end user technology services while helping establish the processes, standards, and structure needed to deliver consistently high service levels across the organisation.

This is a hands-on leadership role within a predominantly Microsoft-based environment, suited to someone who enjoys balancing strategic improvement with operational support. You'll lead by example, providing technical guidance and support across the business while identifying opportunities to enhance service delivery, streamline support processes, improve governance, and build a more mature support function.

Working closely with stakeholders at all levels, you'll act as a trusted technology partner, ensuring end users receive a high-quality support experience while helping shape the future direction of workplace technology services.

Day-to-Day Responsibilities

• Lead the delivery of end user technology support services across the organisation
• Establish and continuously improve support processes, standards, and documentation
• Drive service improvements to enhance user experience and service outcomes
• Provide Level 2 and Level 3 technical support for escalated issues
• Deliver hands-on desktop, hardware, software, and Microsoft 365 support
• Develop and monitor service metrics, reporting, and support performance measures
• Partner with stakeholders to understand business needs and align technology services accordingly
• Support technology projects, device lifecycle management, and workplace technology initiatives
• Mentor team members and promote best practices across the support function

Skills & Experience

• Previous experience in a Technical Lead, Senior Desktop Support, End User Computing, or Service Delivery role
• Proven experience establishing or improving IT support processes and operational frameworks
• Strong understanding of service management principles and delivering high-quality user support
• Experience supporting Microsoft environments, including Windows and Microsoft 365
• Strong troubleshooting skills across desktop, hardware, mobility, and workplace technologies
• Demonstrated ability to engage and influence stakeholders at all levels of an organisation
• Experience working with service desk tools, reporting, and service performance metrics
• A proactive, continuous improvement mindset with the ability to balance strategic thinking and hands-on delivery
• Strong communication skills and a customer-centric approach

Please note, we can only consider applicants that are legally entitled to work in New Zealand at the time of application.