End User Experience Lead — Service Desk & Training

Department of Conservation (DOC); Wellington; On-site; NZD 94,000 - 127,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

The Department of Conservation is seeking a Team Lead End User Experience in Wellington to unify the Service Desk, IT Training, and Business Engagement functions into one high-performing team. You’ll drive exceptional technology experiences across Aotearoa, blending people leadership with change management to deliver value for DOC users.

Responsibilities include leading cross-functional collaboration, championing adoption of technology, and using data to continuously improve service performance

Qualifications

• Experience leading teams through change and continuous improvement.
• Strong IT service management knowledge, including 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.
• 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 influence solutions.
• Use data and insights to continuously improve services and deliver measurable outcomes.

Skills

IT service management

Incident management

Problem management

ServiceNow

Stakeholder engagement

Data analytics

Change leadership

Inclusive leadership

Treaty partnership

Tools

ITSM platforms

Job description

The Department of Conservation is seeking a Team Lead End User Experience in Wellington to unify the Service Desk, IT Training, and Business Engagement functions into one high-performing team. You’ll drive exceptional technology experiences across Aotearoa, blending people leadership with change management to deliver value for DOC users.

Responsibilities include leading cross-functional collaboration, championing adoption of technology, and using data to continuously improve service performance