Technical Support Lead, NZ – AI & ITIL Expert

Egis Group; Auckland; Hybrid; NZD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid working arrangements

Health insurance

Life insurance

Wellbeing allowance

Chartership support

Job summary

Egis Group in Auckland seeks an experienced Technical Support Lead to head NZ IT support across our offices, delivering high-quality onsite support and driving service improvements. Based in our flagship Auckland office, you will lead a small team and shape technology strategy for the region.

You will own incident management, develop Power BI dashboards, promote AI-driven automation, manage budgets and assets, and foster stakeholder relationships while advancing ITIL practices and an inclusive

Qualifications

• Bachelor's degree in Computer Science, Information Technology or related field.
• Proven experience leading a regional IT support function in a corporate/enterprise environment.
• Strong technical knowledge across hardware, software, networking and cloud platforms.
• Solid grounding in ITIL practices and enterprise technology management.
• Demonstrated reporting and data analysis skills, including Power BI dashboard development.
• Commercial acumen with budgeting, forecasting, asset lifecycle management and cost control.
• Excellent stakeholder management with proactive, solutions-driven mindset.
• Experience in Professional Services, Architecture, Engineering or Construction industries is highly regarded.

Responsibilities

• Lead the IT support function across New Zealand, setting high-quality onsite support standards.
• Partner with business leads as the main IT voice for initiatives and decisions.
• Build strong stakeholder relationships and identify opportunities to improve user experience and adoption of technology.
• Drive AI agents and automation to modernise IT workflows and efficiency.
• Build and maintain Power BI dashboards and reporting for service performance and asset metrics.
• Own service ticket management, documentation and escalation per ITIL standards.
• Contribute to IT budgeting, cost tracking and vendor management.
• Manage software asset management, license compliance and version control.
• Lead communication and training on technical changes and system enhancements.
• Champion diversity and promote health, safety and environment practices.

Skills

Leadership

IT operations

Networking & cloud

Customer service

Stakeholder management

Education

Bachelor's degree in Computer Science/IT

Tools

Power BI

ITIL

Job description

Egis Group in Auckland seeks an experienced Technical Support Lead to head NZ IT support across our offices, delivering high-quality onsite support and driving service improvements. Based in our flagship Auckland office, you will lead a small team and shape technology strategy for the region.

You will own incident management, develop Power BI dashboards, promote AI-driven automation, manage budgets and assets, and foster stakeholder relationships while advancing ITIL practices and an inclusive