Service Desk Manager: Lead IT Support & Customer Experience

Tauranga City Council; New Zealand; On-site; NZD 110,000 - 160,000; Full time

Benefits offered by this job

Five weeks' annual leave

Ongoing learning and development

Flexible and supportive ways of work

Job summary

Tauranga City Council is seeking a Service Desk Manager to lead our customer-focused service desk and ensure responsive, high-quality technology support for staff across the organisation.

You’ll oversee day-to-day operations, drive improvements in service performance and customer satisfaction, and partner with Digital Services, vendors and stakeholders to deliver a seamless support experience. Strong ITIL knowledge and leadership experience are essential.

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.
• Track record of improving service performance and customer satisfaction.
• Excellent communication and stakeholder management skills.
• Experience with service level agreements, reporting and service improvement initiatives.
• Ability to analyze trends, solve problems and drive positive change.
• ITIL Foundation certification or equivalent practical experience.

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 strong service performance.
• Drive improvements in customer experience, service quality and Time to First Response.
• Oversee knowledge management to support self-service and faster resolution.
• Analyse performance data and provide insights to improve service delivery.
• Coach and develop team members, fostering continuous improvement and technical excellence.
• Build relationships with stakeholders, vendors and Digital Services teams for seamless support.
• Identify opportunities to reduce ticket volumes and improve processes.
• Ensure support services evolve with the Council's changing technology landscape.

Skills

ITIL knowledge

Leadership

Customer service management

Stakeholder management

Problem solving

Communication

Education

Bachelor's degree in IT or related field

ITIL Foundation certification

Job description

Tauranga City Council is seeking a Service Desk Manager to lead our customer-focused service desk and ensure responsive, high-quality technology support for staff across the organisation.

You’ll oversee day-to-day operations, drive improvements in service performance and customer satisfaction, and partner with Digital Services, vendors and stakeholders to deliver a seamless support experience. Strong ITIL knowledge and leadership experience are essential.