IT Service Lead — ServiceNow, ITAM & EUC Innovator

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

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.