End User Experience Lead: Service Desk & Training

Department of Conservation - Te Papa Atawhai; Wellington; On-site; NZD 94,000 - 127,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

The Department of Conservation - Te Papa Atawhai (DOC) in Wellington is seeking a Team Lead End User Experience to unite the Service Desk, IT Training, and Business Engagement into a high-performing team focused on delivering great technology experiences across Aotearoa.

You will lead with a focus on customer satisfaction, incident and problem management, and training initiatives, using data to continuously improve services, while partnering with Māori and other stakeholders to shape solutions.

Qualifications

• Experience leading high-performing teams through change and continuous improvement.
• Strong IT service management knowledge including incident, problem, and service request management.
• Experience delivering technology training or change initiatives.
• Strong stakeholder engagement and relationship management skills.
• Proven ability to use data and insights to improve service performance and customer experience.
• Experience working with ServiceNow or similar ITSM platforms.
• Excellent planning, prioritisation, and problem-solving skills.
• Commitment to inclusive leadership and Treaty partnership principles.

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 engaging training and change initiatives.
• Partner with stakeholders across DOC to understand business needs and improve user experiences.
• Use data and insights to continuously improve services, identify trends, manage risks.
• Collaborate with vendors and Māori partners to deliver measurable outcomes.

Skills

Leadership

IT Service Management

Training Delivery

Stakeholder Engagement

Data-Driven Improvement

ITSM Tools

Planning & Prioritisation

Inclusive Leadership

Tools

ServiceNow

Job description

The Department of Conservation - Te Papa Atawhai (DOC) in Wellington is seeking a Team Lead End User Experience to unite the Service Desk, IT Training, and Business Engagement into a high-performing team focused on delivering great technology experiences across Aotearoa.

You will lead with a focus on customer satisfaction, incident and problem management, and training initiatives, using data to continuously improve services, while partnering with Māori and other stakeholders to shape solutions.