Team Lead End User Experience

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

Job summary

Department of Conservation (DOC) is seeking a Team Lead End User Experience in Wellington. You will unite DOC's Service Desk, IT Training, and Business Engagement to deliver exceptional technology experiences across Aotearoa, blending leadership with service management and change initiatives.

You will focus on leading and integrating teams, driving service performance, delivering engaging training, partnering with stakeholders, and using data to improve outcomes, so that DOC people can focus on

Responsibilities

• Lead and integrate Service Desk, Business Engagement & Training into a cohesive, customer-focused team.
• Drive incident, problem and service request management for service excellence.
• Champion technology adoption via engaging training, communication and change initiatives.
• Partner with stakeholders across DOC to understand business needs and improve user experiences.
• Use data, insights and feedback to continuously improve services and outcomes.

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

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.

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]