Service Desk Leader: Elevate IT Support & Service Excellence
Tauranga City Council
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Benefits offered by this job
Job summary
Tauranga City Council is seeking a Service Desk Manager to lead a customer-focused team delivering reliable IT support across the organisation. You will oversee daily operations, improve service performance and drive continuous improvement, partnering with Digital Services, vendors and stakeholders to ensure a high-quality support experience for staff.
The role emphasises strong leadership, ITIL practices and a proactive mindset to maintain high service levels in a growing, digitally-enabled
Qualifications
- Proven experience leading customer service or service desk teams.
- Strong ITIL knowledge and service-management best practices.
- Experience with SLAs, reporting and continuous improvement initiatives.
- Experience coaching and developing high-performing teams.
Responsibilities
- Lead and develop a customer-focused Service Desk team that thrives and delivers outcomes.
- Oversee daily Service Desk operations, ensuring incidents and requests are resolved efficiently.
- Establish processes for monitoring workloads, prioritising work, and maintaining service performance.
- Drive improvements in customer experience, service quality and time to first response.
- Oversee knowledge management to support self-service and faster resolution.
Skills
Education
Tools
Job description
Tauranga City Council is seeking a Service Desk Manager to lead a customer-focused team delivering reliable IT support across the organisation. You will oversee daily operations, improve service performance and drive continuous improvement, partnering with Digital Services, vendors and stakeholders to ensure a high-quality support experience for staff.
The role emphasises strong leadership, ITIL practices and a proactive mindset to maintain high service levels in a growing, digitally-enabled
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