Team Lead End User Experience

Department of Conservation - Te Papa Atawhai; Wellington; On-site; NZD 94,000 - 127,000; Full time

Benefits offered by this job

Flexible working arrangements

Job summary

The Department of Conservation - Te Papa Atawhai (DOC) in Wellington is seeking a Team Lead End User Experience to unite the Service Desk, IT Training, and Business Engagement into a high-performing team focused on delivering great technology experiences across Aotearoa.

You will lead with a focus on customer satisfaction, incident and problem management, and training initiatives, using data to continuously improve services, while partnering with Māori and other stakeholders to shape solutions.

Qualifications

• 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 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 improve user experiences.
• Use data and insights to continuously improve services, identify trends, manage risks.
• Collaborate with vendors and Māori partners to deliver measurable outcomes.

Skills

Leadership

IT Service Management

Training Delivery

Stakeholder Engagement

Data-Driven Improvement

ITSM Tools

Planning & Prioritisation

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 - $126,500.00 Permanent 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 Click here for the Role Description

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.

Me he pātiki anā, whakapā mai | For further enquiries, please contact Paul Magill, [e-mail]

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

The Department of Conservation, Te Papa Atawhai (DOC) serves to protect and restore nature across Aotearoa. When nature thrives, we all thrive. Ko tā Te Papa Atawhai he tiaki, he whakarauora anō hoki i te taiao puta noa i Aotearoa. He oranga taiao, he oranga tangata. Our people bring this vision to life. Spread across Aotearoa, they care for our land, water, and native species. From frontline rangers and technical experts to vital support teams - we have a diverse range of roles.

Read more about DOC