Service Desk Manager - Lead Customer IT Support (Flexible)

Aotearoa New Zealand Association of Social Workers; Tauranga; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks' annual leave

Ongoing learning and development

Flexible and supportive working

Meaningful community impact

Job summary

Tauranga City Council is seeking a Service Desk Manager to lead a high-performing team delivering first-line support for staff. You will drive service excellence, manage incidents, and collaborate with Digital Services and vendors to ensure reliable, high-quality assistance.

You will shape service delivery through continuous improvement, mentoring staff, and applying ITIL practices to meet SLAs and improve customer satisfaction across a growing digital organisation in Tauranga.

Qualifications

• A business, information technology or related qualification, or equivalent experience.
• Experience leading customer service, service desk, account management or technology support functions.
• Strong knowledge of ITIL and service management best practices.
• Experience coaching and developing high-performing teams.
• Experience working with SLAs, performance reporting and service improvement initiatives.
• Analytical mindset to identify trends and drive positive change.
• ITIL Foundation certification or equivalent practical experience.
• A passion for delivering outstanding customer service and support experiences.

Responsibilities

• Lead and develop a customer-focused Service Desk team.
• Oversee daily Service Desk operations, ensuring incidents and service requests are resolved efficiently.
• Establish processes for monitoring workloads, managing priorities and maintaining performance.
• Drive improvements in customer experience, service quality and Time to First Response.
• Oversee knowledge management to support self-service and faster issue resolution.
• Analyse performance data and provide insights to improve service delivery.
• Coach and develop team members and foster continuous improvement.
• Build relationships with stakeholders, vendors and Digital Services teams.

Skills

People leadership

ITIL knowledge

Stakeholder management

Communication

Service management

Coaching

Performance analytics

Problem solving

Education

Business/IT qualification

ITIL Foundation certification

Job description

Tauranga City Council is seeking a Service Desk Manager to lead a high-performing team delivering first-line support for staff. You will drive service excellence, manage incidents, and collaborate with Digital Services and vendors to ensure reliable, high-quality assistance.

You will shape service delivery through continuous improvement, mentoring staff, and applying ITIL practices to meet SLAs and improve customer satisfaction across a growing digital organisation in Tauranga.