Team Lead End User Experience

Department of Conservation (DOC); Wellington; On-site; NZD 94,000 - 127,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

The Department of Conservation is seeking a Team Lead End User Experience in Wellington to unify the Service Desk, IT Training, and Business Engagement functions into one high-performing team. You’ll drive exceptional technology experiences across Aotearoa, blending people leadership with change management to deliver value for DOC users.

Responsibilities include leading cross-functional collaboration, championing adoption of technology, and using data to continuously improve service performance

Qualifications

• Experience leading 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.

Responsibilities

• Lead and integrate the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team.
• Drive service excellence through incident, problem, request, and service performance management.
• Champion technology adoption by delivering engaging training and change initiatives.
• Partner with stakeholders across DOC to understand business needs and influence solutions.
• Use data and insights to continuously improve services and deliver measurable outcomes.

Skills

IT service management

Incident management

Problem management

ServiceNow

Stakeholder engagement

Data analytics

Change leadership

Inclusive leadership

Treaty partnership

Tools

ITSM platforms

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 - $126,500.00
• Permanent full time, Wellington location preferred

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

Mō te tūraō | 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 Måori 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 puņkenga me ħā wheako | Skills and experience

We are keen to hear from you, if you have;

• 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 ŋngā āńi | 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.

If you need any adjustments during the recruitment process, let us know and we’ll try to accommodate.

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.

We’re not engaging with recruitment agencies for this role.

Rā whakakapi | Applications close at 11:59 pm on Sunday, 4 October 2026.

Me he pāt ai anô, whakapā mai | For further enquiries

please contact Paul Magill, [e-mail]