Service Support Team Leader

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    Government
  • Job Type: Ongoing – Full Time
  • Category:
  • Location: Wellington – Wairarapa
  • Date Advertised: 28-JAN-21
  • Job Reference: NZ/DF-2101054
  • Job Title: Service Support Team Leader
  • Business Unit:
  • Division:
  • Summary:

What you will do

As the Service Support Team Leader you will manage a team of eight, made up of Service Support Analysts and Service Support Technicians. You will be responsible for:

  • Achieving team KPIs;
  • Ensure customers are receiving appropriate assistance and advice;
  • Manage and maintain the knowledge base of common issues and solutions;
  • Manage rosters, staffing levels and shift supervision for the team;
  • Maintain and update processes, procedures and policies;
  • Manage and maintain the knowledge base of common issues and solutions, ensure it’s always updated and appropriate guides are developed to support users.

What we need

To be considered for this position you will need to demonstrate:

  • Experience in Customer service;
  • Experience in building relationships and managing conflict;
  • Excellent written and verbal communication skills;
  • Knowledge of Citrix, Microsoft Office applications and IT Service Management concepts;
  • Knowledge of service desk toolsets;
  • Experience supporting and managing applications and services on cloud platforms.

This role will be on-call on a rostered basis. You must be happy to make yourself available 24/7

On-call allowance and phone provided.

Who we are

CIS Branch

We support more than 14,000 personnel on seven continents, often in geographically remote or hostile environments, using a range of satellite and terrestrial systems. Our core purpose is to provide specialist ICT support to mission and intelligence, as well as providing support to essential corporate functions such as Logistics, Human Resources and Finance. Most importantly, we support our colleagues in the Navy, Army, Airforce and Joint Forces who rely on us for the technology they use on platforms (e.g. planes, helicopters, vehicles, ships and military bases). We operate in operational environments, across a range of domains – including cyber – to ensure New Zealand is protected against external threats.

Every hour of every day, 365 days of the year, the New Zealand Defence Force is contributing to the defence, security and well-being of Aotearoa / New Zealand.  As a modern, professional military, it is our goal to maintain well trained, equipped and disciplined armed forces that can react to crisis at short notice. 

Why Us

NZDF is an inclusive organisation that is open to flexible working arrangements and welcomes applications from people regardless of gender, ethnicity, disability, sexual orientation, age, beliefs/opinions, or family circumstances.

In return for your expertise, dedication and hard work, NZDF is offering remuneration reflective of your experience, along with:

  • Great benefits for you and your family;
  • Full time ongoing work;
  • Fully funded life cover up to $300,000;
  • Access to holiday accommodation across NZ;
  • 5 weeks annual leave per year;
  • Opportunities for career development;
  • Variety, challenge and a chance to influence.

How to Apply

To view the Position Description and to Apply Online please visit our Defence Careers website, or use the links on this page.
Please note: If you are an existing NZDF employee (excluding contractors) you must apply through our Internal Vacancies site, via the HR Toolkit.

Applications close on Thursday 11 February 2021.

Please note: Applicants must be legally entitled to work in New Zealand (NZ) and be able to obtain and maintain the required level of NZ Government security clearance for the position applied for. The minimum citizenship and residency criteria for security clearances to be granted by the NZ Defence Force are as follows:

Higher level Security Clearance

  • most preferably a NZ citizen who has resided continuously in this country for the last 10 years, OR
  • is a citizen of, and/or has resided continuously in one or more of the following countries for the last 10 years: either Australia, Canada, NZ, UK or the USA; and has a background history that is verifiable and can be assessed as appropriate by the NZSIS towards a recommendation of suitability for a security clearance at a higher level.

If you do not meet these minimum criteria, we will not be able to accept your application.