Digital Service Desk Team Lead

About the role : We're looking for a skilled and proactive teammember to step into a Senior Support role within our Whangarei office of our Digital Service Desk.

Alongside supporting users across the business this position is designed to support the Service Desk Manager in the day-to-day running of the local service desk, and act as a trusted second-in-command.

You'll play a key role in helping guide the team, managing technical escalations, and helping ensure smooth IT support.

In this role, you will : - Assist the Service Desk Manager with operational oversight and coordination of the local service desk.

• Act as a technical escalation point for complex or high-priority issues.
• Help manage service desk queues and ensure timely resolution of incidents and requests.
• Collaborate with Digital Infrastructure, Cyber Security, and Applications teams to maintain system health and security.
• Contribute to small projects and support the implementation of new systems and processes.
• Provide hands-on support to internal and external customers, both onsite and remotely.
• Participate in problem-solving, root cause analysis, and continuous service improvement initiatives.
• This role includes rostered shift work, on-call responsibilities, and occasional travel.

About you : We're looking for someone with strong technical capabilities and a collaborative mindset, including : - 5+ years' experience in IT support, with at least 1 year in a technical leadership or coordination role.

What's in it for you?