Service Desk Leader: Elevate Customer‑Focused Support

Tauranga; Tauranga; On-site; NZD 110,000 - 140,000; Full time

Job summary

Tauranga City Council is seeking a Service Desk Manager to lead the frontline, ensuring responsive, professional IT support for staff across the organisation. You’ll drive service excellence and continuous improvement, shaping how technology support is delivered in a growing digital environment.

Reporting to the Service Delivery Manager, you’ll oversee daily operations, monitor service levels, and lead improvements in customer experience and first-responded metrics.

Qualifications

• Leadership experience guiding a customer-focused Service Desk team.
• Proven track record in improving service performance and customer satisfaction.
• Strong knowledge of ITIL and service management best practices.
• Experience coaching and developing high-performing teams.
• Experience delivering service improvements in complex organisations.

Responsibilities

• Lead and develop a customer-focused Service Desk team.
• Oversee daily Service Desk operations and ensure timely incident resolution.
• Establish processes for workload monitoring and prioritisation.
• Drive improvements in customer experience and service quality.
• Oversee knowledge management to enable self-service and faster resolution.
• Analyse performance data and provide insights to improve delivery.
• Coach team members and foster continuous improvement.
• Build strong relationships with stakeholders, vendors and Digital Services teams.
• Identify opportunities to reduce ticket volumes and enhance satisfaction.
• Ensure support evolves with the Council's technology landscape.

Skills

Leadership

Customer service

IT service management

Stakeholder management

Problem solving

Education

Business/IT qualification or equivalent

Tools

ITIL

Job description

Tauranga City Council is seeking a Service Desk Manager to lead the frontline, ensuring responsive, professional IT support for staff across the organisation. You’ll drive service excellence and continuous improvement, shaping how technology support is delivered in a growing digital environment.

Reporting to the Service Delivery Manager, you’ll oversee daily operations, monitor service levels, and lead improvements in customer experience and first-responded metrics.