Service Desk Lead - Perm Part Time

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

Intelliworx is seeking a senior service desk professional to run the Auckland leg of our weekend desk. You will own the shift, manage P1/P2 incidents end-to-end, and coordinate with on-call engineering and the London team as duties require.

In this small, autonomous role you will ensure quality handovers, accurate ticketing, and clear client communication, while continuously improving processes and maintaining SLA commitments.

Qualifications

• 3+ years in MSP or multi-client IT support.
• Hands-on administration of Microsoft 365 and Entra ID.
• Experience owning incidents under SLA with client communications during outages.
• Clear, professional written English and autonomous work style.
• Willingness to work weekend shifts.

Responsibilities

• Own the Auckland weekend shift as the sole on-site lead.
• Triage, diagnose, resolve, or escalate P1/P2 incidents end to end.
• Communicate updates with clients and uphold SLA commitments.
• Coordinate handovers with Chicago and London teams.
• Quality-check Analyst work and coach in real time.
• Keep the ticket queue accurate with correct priorities and notes.
• Flag systemic issues to the weekday team for faster fixes.

Skills

MS 365 admin

Entra ID admin

Incident ownership

Written English

Autonomous work

MS-102

AZ-104

MD-102

ITIL Foundation

Job description

Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and Manila. We provide small and mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organisation, building our solutions around Microsoft's extensive cloud offering, including M365 and Azure.

We are currently expanding our team to accommodate exceptional business growth.

About the Job

You will run the Auckland leg of Intelliworx's global weekend service desk. Your shift opens the weekend for our clients and hands over to London eight hours later.

This is a small, senior seat. You and one Analyst are the entire desk for your window. What you decide is what happens.

This role blends technical depth with client-facing professionalism and a commitment to continuous improvement.

Key Responsibilities

Own the shift. You are the single named point of accountability for the service desk during your coverage window.

Take ownership of P1 and P2 incidents end to end — triage, diagnose, resolve, or elevate with a clear handover pack.

Communicate with clients during incidents. Issue status updates against SLA commitments without waiting to be chased.

Decide when to invoke on‑call engineering or account management. You hold that authority; use it early rather than late.

Receive the inbound handover from the Chicago Shift Lead at the start of shift and deliver a structured handover to the London Shift Lead at the end of it.

Quality‑check the Analyst's work before tickets are closed, and coach in the moment rather than after the fact.

Keep the ticket queue accurate: correct priorities, correct time entries, correct client‑visible notes.

Flag anything that looks like a systemic or recurring fault to the weekday team, rather than resolving it repeatedly in isolation.

The following skills areREQUIRED:

Three or more years in an MSP or multi‑client IT support environment.

Demonstrable hands‑on administration of Microsoft 365 and Entra ID.

Experience owning incidents under a contractual SLA, including client‑facing communication during an outage.

Sound judgement about when to elevate or keep working the problem.

Clear, professional written English. Most of your client contact will be written.

Comfortable working autonomously. Your only on‑shift colleague is the Analyst; the rest of the business is asleep.

The following skills are desirable:

MS-102, AZ‑104 or MD-102 certification.

ITIL Foundation.

Prior experience of a follow‑the‑sun or multi‑region handover model.

Exposure to Power Platform or Microsoft Fabric (our sister brand, DataIQ, works in this space).

What Good Looks Like in Your First 90 Days

First two weekends: shadow the existing shift, learn the client estate, observe two full handover cycles.

Weekends three and four: run the shift with the weekday manager available on call.

By weekend six: own the shift unsupervised, with handover quality holding up in both directions.

Intelliworx has an ongoing commitment for its team to demonstrate excellence in their professional practice. Training and development requirements are set quarterly and include Microsoft Certifications, internal training, and external courses. These are all designed to assist our team members grow in their roles and contribute to Intelliworx meeting its organisational accreditations. A requirement of this role is a commitment to prioritise and complete these quarterly goals. Resources required for you to achieve these will be provided by our Training and Development team.

Why Intelliworx?

We live our values every day:

Hardworking – We roll up our sleeves and get things done

Rapport – We understand everyone has a job to do and it matters

Approachable – We're here for a chat or to lend a hand

Insightful – We know our stuff and love sharing our knowledge

Fun – Fun that embraces everyone's story and journey

PLEASE NOTE: Only short-listed candidates will be contacted. Applicants must have full working rights in New Zealand.