Service Desk Team Lead


Job Description:

Beyond Recruitment

6 months contract

Auckland CBD

Iconic NZ company

About the role

Ensure the service desk team deliver exceptional customer service and with your guidance provide excellent results internally meeting those SLA's.

Manage Staff Shift Roster to ensure appropriate resource coverage

Conduct monthly team capacity forecasting and planning

Maintain client and service desk knowledge base and documentation

Act as an escalation point for the team and incident manager when required

Regular review of team key performance indicators with the IT Manager to ensure they are appropriate

Monitor and manage team assigned Service Tickets on a daily basis to ensure service level agreements are being met

Run team meetings to cover any updates, changes and to provide a forum for feedback from the team

Respond to and resolve customer complaints or service enquiries and take corrective action as required

Skills & experience required

Knowledge and experience in the operation and management of an IT Service desk

Strong knowledge of ITIL

Experience in people management Strong customer service delivery focus

We'd love to hear from you, if this is the right role for you - APPLY now or email your CV and cover letter to

REF # 116746

REF # 116746

Beyond Recruitment Technology, Transformation & Digital, connecting IT talent with IT opportunities. Visit for more roles and information.

Candidates who have the legal right to work in NZ are invited to apply.

Apply Now

Hi I'm Emma, I manage this role. See more of my jobs here.

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