IT Support Lead - AI & Service Excellence (NZ)

Egis in ANZ; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid/flexible working arrangements

Employer-funded health insurance

Wellbeing allowance

Life insurance

Job summary

Egis is looking for an experienced and proactive Technical Support Lead to lead technology support and business engagement across our New Zealand offices. Based in Auckland - our flagship office - this hands-on, high-impact role is central to keeping our IT operations running smoothly, driving service improvements and shaping technology strategy across the country.

you'll provide advanced Level 2/3 technical support while acting as a key link between our business units and the IT team.

Qualifications

• Bachelor's degree in Computer Science or related field
• Experience leading regional IT support within a corporate/enterprise environment
• Strong technical knowledge across hardware, software, networking and cloud platforms
• Solid ITIL practices and enterprise technology management background
• Demonstrated reporting and data analysis skills including Power BIDashboard development
• Commercial acumen with budgeting, forecasting and asset lifecycle management
• Excellent stakeholder management and proactive, solutions-driven mindset
• Strong customer service ethos with cross-site coordination experience
• Sharp analytical and organizational skills, able to prepare detailed reports and manage IT budgets
• Self-starter with ability to juggle priorities across sites
• Experience in Professional Services/Architecture/Engineering/Construction is valued

Responsibilities

• Lead the IT support function across New Zealand offices
• Partner with business leads as the main IT contact for initiatives and decisions
• Build stakeholder relationships and proactively improve user experience and technology adoption
• Drive AI and automation to modernise IT workflows
• Develop Power BI dashboards to track service performance and assets
• Own service ticket management, documentation and ITIL-aligned escalation
• Contribute to IT budgeting, cost tracking and vendor management
• Oversee software asset management and license compliance
• Lead training and communication for system changes
• Promote diversity, inclusion, health and safety practices across the team

Skills

IT leadership

IT support

Power BI

ITIL

Stakeholder management

Budgeting

Automation

AI adoption

Customer service

Analytical thinking

Education

Bachelor's degree in Computer Science or related field

Tools

Power BI

Azure

Office 365

Job description

Egis is looking for an experienced and proactive Technical Support Lead to lead technology support and business engagement across our New Zealand offices. Based in Auckland - our flagship office - this hands-on, high-impact role is central to keeping our IT operations running smoothly, driving service improvements and shaping technology strategy across the country.

you'll provide advanced Level 2/3 technical support while acting as a key link between our business units and the IT team.