End User Experience Lead - Flexible Location & Training

DOC

Wellington

Hybrid

NZD 94,000 - 127,000

Full time

7 days ago

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Job summary

DOC Wellington is seeking a Team Lead End User Experience to unite the Service Desk, IT Training and Business Engagement into a high-performing team that delivers exceptional technology experiences across Aotearoa.

You will lead with inclusive leadership, drive ITSM excellence, deliver engaging training and change initiatives, partner with stakeholders, and use data to improve service performance and customer satisfaction.

Qualifications

Experience leading teams through change and continuous improvement.
Strong IT service management knowledge and experience with incident, problem, and service request management.
Experience delivering technology training, user enablement, or change initiatives.
Strong stakeholder engagement and relationship management skills.
Proven ability to use data and insights to improve service performance and customer experience.

Responsibilities

Lead and integrate the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team.
Drive service excellence through incident, problem, request, and service performance management.
Champion technology adoption by delivering training, communication, and change initiatives.
Partner with stakeholders to understand business needs and improve user experiences.
Use data and insights to continuously improve services, identify trends, and manage risks.