Team Lead End User Experience

New Zealand Government; Wellington; On-site; NZD 94,000 - 127,000; Full time

Job summary

DOC is seeking a Team Lead End User Experience in Wellington to unite the Service Desk, IT Training and Business Engagement into one high‑performing team focused on exceptional technology experiences across Aotearoa.

You will drive incident, problem and service performance management, deliver engaging training and change initiatives, and partner with business groups, vendors and Māori partners to understand needs and improve user experiences. Salary: $93,656.00 - $126,500.00.

Qualifications

• Experience leading teams through change and continuous improvement.
• Strong IT service management knowledge (incidents, problems, requests).
• Experience delivering technology training and user enablement.
• Strong stakeholder engagement and relationship management.
• Ability to use data/insights to improve service and customer experience.

Responsibilities

• Lead and unify Service Desk, IT Training, and Business Engagement teams.
• Drive service performance management for incidents, problems and requests.
• Deliver engaging training and change initiatives to build capability.
• Partner with DOC stakeholders to understand needs and influence solutions.
• Use data to identify trends, manage risks, and improve outcomes.
• Collaborate with Māori partners to support end-user experiences.

Skills

Leadership

ITSM

Change management

Stakeholder engagement

Data analytics

ServiceNow

Planning & problem-solving

Inclusive leadership

Tools

ServiceNow

Job description

Lead the crew that keeps DOC connected, supported, and digitally enabled, turning IT from a helpdesk ticket into a great user experience$93,656.00 - $126,500.00Permanent full time, Wellington location preferred

Our vision: Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa

Mō te tūranga | About the role

Do you get a little too excited about improving customer satisfaction scores, solving root causes instead of symptoms, and helping people get the most out of technology? We're looking for a Team Lead End User Experience to bring together DOC's Service Desk, IT Training, and Business Engagement functions into one high-performing team focused on delivering exceptional technology experiences across Aotearoa. This is a unique leadership opportunity that blends people leadership, service management, customer experience, technology adoption, and change leadership. Working closely with business groups, technology teams, project leads, vendors, and Māori partners, you'll combine operational excellence with people leadership to deliver a seamless end-user experience across the organisation to ensure DOC people can focus on what matters most: protecting and restoring nature.

The position will be focussed on:

• Leading and integrating the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team
• Driving service excellence through effective incident, problem, request, and service performance management
• Championing technology adoption by delivering engaging training, communication, and change initiatives that build capability and confidence
• Partnering with stakeholders across DOC to understand business needs, influence solutions, and improve user experiences
• Using data, insights, and feedback to continuously improve services, identify trends, manage risks, and deliver measurable outcomes

Ngā pūkenga me ngā wheako | Skills and experience

• Experience leading high-performing teams through change and continuous improvement
• Strong IT service management knowledge, including incident, problem, and service request management
• Experience delivering technology training, user enablement, or change initiatives
• Strong stakeholder engagement and relationship management skills
• Proven ability to use data and insights to improve service performance and customer experience
• Experience working with ServiceNow or similar ITSM platforms
• Excellent planning, prioritisation, and problem-solving skills
• Commitment to inclusive leadership and Treaty partnership principles

He aha ngā pāinga mōu? | What's in it for you?

DOC is committed to a culture where everyone can participate, thrive, and grow. We're driven by our values and behaviours, and are working towards being an organisation that is diverse, equitable, and inclusive by default.

We also support flexible working arrangements for our kaimahi across Aotearoa, with options considered based on the role and in discussion with your leader.

Salary: $93,656.00 - $126,500.00, depending on skills and experience. Eligibility: You must hold a valid NZ work visa that covers the duration of employment.

Please note, we are not engaging with recruitment agencies for this role.

RÁ whakakapi | Applications close at 11:59 pm on Sunday, 4 October 2026. This advert may close early, so please apply promptly

Me he p’atai anô, whakapă mai | For further enquiries, please contact Paul Magill, [e-mail]