Service Desk Team Manager

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    4 months ago
  • Category:
    Govt Jobs
  • Job Type: Ongoing – Full Time
  • Category: IT & computing
  • Location: Wellington
  • Date Advertised: 06-NOV-19
  • Job Reference: EDU/1430912
  • Job Title: Service Desk Team Manager
  • Business Unit:
  • Division:
  • Summary:

Service Desk Team Manager 

Business Enablement and Support 

Wellington based


About us

At the Ministry of Education, our people shape an education system that delivers equitable and excellent outcomes. Our sights are set on ensuring our education system serves every individual child and young person fairly, and creates the best foundation for equal opportunity. Our organisation is full of hugely talented people, from a wide range of backgrounds. They work collaboratively, setting goals and reaching them, to shape a world-leading education system. Our people are broadening their own horizons and, ensuring our education system is equipped to broaden the horizons of our children and young people, thus ensuring the best possible future for New Zealand.

About our group

The Customer Services team provides the ‘front door’ to the IT Group and the Ministry, delivering customer services and training in a range of ICT (Information and Communication Technologies) systems and applications to the Ministry and wider education system.

About the role

We are offering a fantastic opportunity for an experienced Service Desk Team Manager to lead and manage a large and dynamic team of customer service IT professionals, within our Wellington office.

The Service Desk Team Manager leads a Service Desk team, who provide support, guidance and advice relating to the IT and Communications Systems to Education staff nation-wide. The Service Desk are the voice and face of the IT Group and provide a central contact point for a range of complex incidents, problems and service requests.

The Service Desk Team Manager provides dedicated leadership and expertise to their Service Desk direct reports with a focus on ensuring their team is providing a high level of operational support to all users, improving the quality of service and building capability to deliver on work programmes.

The team require specialised knowledge and understanding across a large and complex IT environment and the analysts must make critical decisions around resolution, escalation and customer service; while attempting to meet Service Level Agreements and Key Performance Indicators.

About you

We are looking for a vibrant person who has had experience in management within a Service Desk environment and brings skills and experience in the following areas:           

  • Experience of (ITIL) including Incident Management, Problem Management, Change Control, SLA and MoU agreements and work flow improvement processes.
  • Experience in creating an inspiring team environment with an open communication culture
  • Monitor team performance and report on metrics
  • Motivate team members to perform their best, encourage creativity and continuous improvement
  • Discover training needs and provide coaching
  • Listen to team members feedback and resolve any issues or conflicts
  • An awareness of a range of IT related technologies and their practical applications in support business requirements.
  • Experience in analysing business requirements from different customer groups and making connections across groups as part of developing options.
  • Planning and time management skills.
  • Excellent communications and leadership skills
  • Decision making skills
  • In-depth knowledge of performance metrics


If you’d like to bring your skills to a rewarding role within an organisation that’s continuously reaching goals and striving for a better future for New Zealand, we’d love to hear from you.


Are you ready to make a difference?

There is more information in the position description attached, please review and if this opportunity interests you, please apply now attaching your CV and cover letters using the apply online button.

Your must have the eligibility to work in New Zealand to apply. 


For further information please contact Monique Quinn 04 463 1531 or

Applications close on 22 November 2019.