Service Centre Leader - ITIL & Team Growth

Aotearoa New Zealand Association of Social Workers; Wellington; On-site; NZD 100,000 - 150,000; Full time

Job summary

DTSL is seeking a Service Centre Leader in Wellington to drive reliable customer support and optimize daily operations. You will oversee the Help Desk, triage, dispatch and service coordination, owning performance and improvements.

Bring 3+ years leading IT service teams in an MSP setting, strong ITIL background and a track record of improving SLAs, KPIs and incident management. This on-site role offers growth and exposure across NZ markets.

Qualifications

• 3+ years’ experience leading an IT Service Desk or Service Centre in an MSP environment.
• Strong people leadership with coaching and performance management.
• Practical understanding of IT service management and ITIL processes.
• Experience managing SLAs, KPIs, rosters and operational reporting.
• Familiarity with Microsoft 365, desktop support, networking and managed IT services.

Responsibilities

• Lead, coach and develop the team through regular feedback, performance reviews and clear development goals.
• Manage rosters and shift coverage, balancing service hours, workloads, leave and training.
• Oversee incoming calls and support queues, prioritise and progress requests within SLAs.
• Monitor response and resolution times, aged tickets, call performance and customer satisfaction.
• Coordinate escalations with technical teams during urgent incidents.
• Work with Field Services, L2 teams and account managers to ensure clear handovers.
• Monitor capacity, utilisation and time recording to support workloads and reporting.
• Improve workflows, documentation, and automation to reduce manual effort.
• Lead recruitment and onboarding, and build technical capability through coaching.
• Provide management with reporting on performance, risks and action plans.
• Prepare Service Centre readiness for new customers and changes.
• Support change management and major incident reviews for improvements.

Skills

Team leadership

ITIL practices

SLA management

KPI management

Ticketing systems

Automation

Tools

PSA systems

Reporting tools

Job description

DTSL is seeking a Service Centre Leader in Wellington to drive reliable customer support and optimize daily operations. You will oversee the Help Desk, triage, dispatch and service coordination, owning performance and improvements.

Bring 3+ years leading IT service teams in an MSP setting, strong ITIL background and a track record of improving SLAs, KPIs and incident management. This on-site role offers growth and exposure across NZ markets.