Service Desk Manager

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

You’ll lead DTSL’s Service Centre, bringing together people, processes and technology to deliver reliable customer support across the group.

Overseeing Help Desk, triage, dispatch and service coordination, you’ll take ownership of daily operations, team development and service performance. You’ll balance customer expectations with team capacity, manage escalations and make practical improvements to how support is delivered.

Key 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 to maintain reliable support.

Oversee incoming calls and support queues, ensuring requests are correctly prioritised, assigned and progressed within agreed service levels.

Monitor response and resolution times, aged tickets, call performance and customer satisfaction, taking action where service falls short.

Manage customer escalations and coordinate technical teams during urgent or complex incidents, keeping customers and stakeholders informed.

Work closely with Field Services, L2 teams, account managers and group businesses to maintain clear ownership and effective handovers.

Monitor team capacity, utilisation and time recording to support balanced workloads, accurate reporting and resource planning.

Improve workflows, documentation, reporting and automation to reduce manual effort and improve the customer experience.

Lead recruitment and onboarding, and build technical capability through coaching, knowledge sharing and collaboration with specialist teams.

Provide management with clear reporting on performance, trends, service risks and recommended actions.

Coordinate Service Centre readiness for new customers and changes to support arrangements.

Support change management, major incident reviews and service continuity planning, ensuring lessons lead to practical improvements.

Skills and experience

3+ years’ experience leading an IT Service Desk, Service Centre or support team within an MSP environment.

Strong people leadership skills, with experience coaching staff, managing performance and building team capability.

A practical understanding of IT service management and ITIL practices, including incident, request, problem and change management.

Experience managing SLAs, KPIs, rosters, team capacity and operational reporting.

Confidence managing customer escalations and coordinating teams outside your direct reporting line.

Familiarity with PSA or ticketing systems, reporting tools and opportunities for automation.

Understanding of Microsoft 365, desktop support, networking and managed IT services.

Why DTSL?

DTSL is a New Zealand-wide service and support organisation, working with some of the country’s largest technology companies as a local support partner.

Headquartered in Wellington, our people are based across 16 locations throughout New Zealand.

We believe great service starts with great people. Our culture is built around quality service, delivered on time, teamwork and supporting our people to build rewarding careers.

Most importantly, customer service is our No. 1 goal.

You must be eligible to work in New Zealand.

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