IT Service Lead

Aotearoa New Zealand Association of Social Workers; Howick; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hours and remote work

Onsite gym

Paid learning & development

Investment in growth

Access to latest tech & partnerships

Job summary

Vulcan invites an experienced IT service desk leader to shape how we support 1400+ staff across Australasia. You will own the service desk, drive the ServiceNow rollout with ITAM and CMDB, and overhaul end-user computing and procurement to deliver a genuinely great support experience.

Working in a flat, fast-moving in-house team, you’ll own decisions, manage vendors, and partner with infrastructure and applications crews on projects.

Qualifications

• Led an IT service desk or support team and delivered measurable improvements.
• Able to manage vendors, contracts and third parties effectively.
• Strong communication skills with engineers and senior leaders.
• Capable of hands-on leadership across EUC and procurement.

Responsibilities

• Lead and grow your team, delivering a high-quality support experience.
• Run the ticket queue with priorities, SLAs, and escalations.
• Be the point person for tough tickets and ensure timely resolution.
• Drive the ServiceNow rollout, including ITAM and CMDB across the business.
• Overhaul EUC and procurement processes.
• Own vendor relationships from contracts to performance.
• Identify and fix bottlenecks to improve productivity.
• Collaborate with infrastructure, network and application teams on projects.

Skills

People leadership

Hands-on manager

Vendor management

Clear communication

Process improvement

Tools

ServiceNow

ITIL

Job description

Competitive pay aligned with experience + carpark

About Vulcan

Founded in 1995, Vulcan has grown into Australasia's highest performing metals distributor and processor, with 1400 people across more than 70 sites in New Zealand and Australia. We got here by being relentless about doing things better, and by backing our people to make it happen

The opportunity

Here's the short version: you'll run our service desk, and you'll get to rebuild how we do IT service from the ground up.

Our recent move to ServiceNow is where this role really comes alive. You'll be the one driving the rollout of ITAM and CMDB across the business, overhauling how we handle end-user computing and procurement, and turning a solid service desk into a genuinely great one. It's a rare chance to leave real fingerprints on how a 1400-person business runs its IT.

We're a flat structure, which means no layers of sign-off between you and the work. You'll own it, you'll make the calls, and you'll see the difference you make.

What you'll do

• Lead and grow your team, backing them to deliver support people actually rave about
• Run the ticket queue like a well-oiled machine, with priorities, SLAs and escalations under control
• Be the person the tough tickets land on, and the one who gets them sorted
• Drive our ServiceNow rollout, standing up ITAM and CMDB across the business
• Overhaul how we do end-user computing (EUC) and procurement
• Own our vendor and partner relationships, from contracts to performance
• Hunt down the things that slow our people down, and fix them for good
• Team up with our infrastructure, network and applications crews to ship projects

Requirements

What you'll bring

• You've led an IT service desk or support team, and people love working for you (that emotional intelligence is everything)
• You know your way around end-user and business tech, enough to lead from the front and get hands-on
• You handle vendors and third parties with confidence, contracts and all
• You communicate brilliantly, whether you're talking to an engineer or a non technical senior leader
• You don't just keep the lights on, you make things measurably better

Ideally

• You've worked with ServiceNow and you're genuinely excited to shape a growing platform
• You know ITIL or solid service-management practice
• You've thrived in a fast-moving, in-house IT team

Why Vulcan

We're down-to-earth, collaborative, not interested in bureaucracy. You'll also get:

• Flexible hours and the ability to work from home
• An onsite gym
• Paid learning and development, and real investment in your growth
• A genuine appetite for R&D and the latest tech, with the partners to match

Vulcan is proud to be the most customer focused and efficient metals distributor and processor in Australasia. We have 66 warehousing, manufacturing , and processing facilities throughout Australia and New Zealand, employing over 1,300 staff, across six business divisions.

Vulcan is proud to be the most customer focused and efficient metals distributor and processor in Australasia. We have 66 warehousing, manufacturing , and processing facilities throughout Australia and New Zealand, employing over 1,300 staff, across six business divisions.