Team Lead End User Experience

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

Job summary

Department of Conservation is seeking a Team Lead End User Experience in Wellington to unite the Service Desk, IT Training, and Business Engagement into a high-performing unit. You will lead people, manage incidents and service requests, and drive adoption of technology with effective training and change initiatives.

You will partner with business groups and vendors, using data to improve user satisfaction and ensure services align with organisational goals.

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, 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 the Service Desk and Business Engagement & Training functions as a cohesive team.
• Drive service excellence through incident, problem, request, and service performance management.
• Champion technology adoption via engaging training, communications, and change initiatives.
• Partner with DOC stakeholders to understand needs and influence solutions.
• Use data and insights to improve user experience and identify trends.

Skills

Team leadership

Change management

Stakeholder engagement

Data analysis

Planning

Customer experience

Tools

ServiceNow

Job description

# Team Lead End User Experience at Department of Conservation, Wellington## Mō tēnei tūranga mahi | About this role* 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** 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 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. Want to know more? **Tonoa inaiānei | Apply now** Apply online with your CV and cover letter outlining your relevant experience and motivation. We're unable to accept emailed applications or provide feedback to applicants not shortlisted. 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. Please note, we are not engaging with recruitment agencies for this role.' **Rā whakakapi | Applications close** at 11:59 pm on Sunday, 4 October 2026. This advert may close early, so please apply promptly **Me he pātai anō, whakapā mai | For further enquiries**, please contact **Paul Magill,** **[e-mail]**