End User Experience Lead — Service Desk, Training & Change

New Zealand Government; Wellington; On-site; NZD 94,000 - 127,000; Full time

Job summary

DOC is seeking a Team Lead End User Experience in Wellington to unite the Service Desk, IT Training and Business Engagement into one high‑performing team focused on exceptional technology experiences across Aotearoa.

You will drive incident, problem and service performance management, deliver engaging training and change initiatives, and partner with business groups, vendors and Māori partners to understand needs and improve user experiences. Salary: $93,656.00 - $126,500.00.

Qualifications

• Experience leading teams through change and continuous improvement.
• Strong IT service management knowledge (incidents, problems, requests).
• Experience delivering technology training and user enablement.
• Strong stakeholder engagement and relationship management.
• Ability to use data/insights to improve service and customer experience.

Responsibilities

• Lead and unify Service Desk, IT Training, and Business Engagement teams.
• Drive service performance management for incidents, problems and requests.
• Deliver engaging training and change initiatives to build capability.
• Partner with DOC stakeholders to understand needs and influence solutions.
• Use data to identify trends, manage risks, and improve outcomes.
• Collaborate with Māori partners to support end-user experiences.

Skills

Leadership

ITSM

Change management

Stakeholder engagement

Data analytics

ServiceNow

Planning & problem-solving

Inclusive leadership

Tools

ServiceNow

Job description

DOC is seeking a Team Lead End User Experience in Wellington to unite the Service Desk, IT Training and Business Engagement into one high‑performing team focused on exceptional technology experiences across Aotearoa.

You will drive incident, problem and service performance management, deliver engaging training and change initiatives, and partner with business groups, vendors and Māori partners to understand needs and improve user experiences. Salary: $93,656.00 - $126,500.00.