Team Lead, End User Experience

This is a fully remote position, open to applicants in New Zealand.

📋 Description

• Lead and unify the Service Desk along with the Business Engagement & Training functions to create a cohesive, customer-centric team.

• Promote service excellence by managing incidents, problems, requests, and service performance effectively.

• Advocate for technology adoption through effective training, communication, and change management initiatives.

• Collaborate with DOC stakeholders to comprehend business requirements, influence solutions, and enhance user experiences.

• Leverage data, insights, and feedback to continuously enhance services, identify trends, manage risks, and achieve measurable results.

• Guide personnel and work together with business units, technology teams, project leaders, vendors, and Māori partners.

⛳️ Requirements

• Proven experience in leading high-performing teams through transitions and ongoing improvement efforts.

• Comprehensive knowledge of IT service management, encompassing incident, problem, and service request management.

• Background in providing technology training, user enablement, or driving change initiatives.

• Strong skills in stakeholder engagement and relationship management.

• Demonstrated ability to utilize data and insights to enhance service performance and customer satisfaction.

• Familiarity with ServiceNow or comparable ITSM platforms.

• Exceptional skills in planning, prioritization, and problem-solving.

• Commitment to inclusive leadership and principles of Treaty partnership.

• Must possess a valid NZ work visa for the duration of employment.

• A CV and cover letter are required.

🏝️ Benefits

• Flexible working arrangements.

• A workplace culture that values inclusivity, diversity, and equity.

• Assistance for adjustments during the recruitment process.