Service Desk Management Team Lead

at  Randstad

About the Role:
We are seeking a skilled Service Desk Management professional to join an Auckland-based SaaS company. The business operates in the freight industry and are driven by sustainability. You’ll play a crucial role in ensuring the smooth operation of bespoke applications, supporting both internal and external stakeholders. Your primary responsibility will be to manage the Service Desk operations, ensuring timely resolution of technical issues and maintaining effective communication with all parties involved. Additionally, you’ll lead the IT service management change process and oversee the performance of the Service Desk team.

Responsibilities Include:

• Managing day-to-day Service Desk operations, providing support for technical inquiries and incidents related to the suite of applications.
• Coordinating with internal and external teams to resolve technical issues promptly and efficiently.
• Managing ticket systems and communicating service alerts, critical incidents, and maintenance updates to stakeholders.
• Leading the IT service management change process for internal IT systems changes.
• Actively participating in ticket resolution and post-incident reviews for critical incidents.
• Setting and reviewing service delivery metrics for IT products/services.
• Serving as the first escalation point for unresolved issues and leading the Service Desk team’s recruitment, performance assessment, training, and mentoring.

Qualifications & Experience:

• Bachelor’s degree in Information Technology or equivalent industry experience.
• Proven track record as a Service Desk Analyst/Support Analyst for at least five years.
• ITIL and ITSM certification preferred.
• Extensive knowledge of Atlassian suite of products including Jira and Confluence.
• Experience with MS SQL, Microsoft Power BI, and Transport Management Systems (TMS) preferred.
• Excellent interpersonal and communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a team environment.

On Offer:

• Competitive salary based on experience.
• Autonomous/hybrid working model.
• Exposure to leading IT service management practices.
• On-site parking.

If you’re interested in this role, please apply via the ‘Quick Apply’ button or send your updated CV to maarten.wurtz@randstaddigital.co.nz
Please note that at this stage, we can only consider candidates based in New Zealand with valid working rights.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

• Managing day-to-day Service Desk operations, providing support for technical inquiries and incidents related to the suite of applications.
• Coordinating with internal and external teams to resolve technical issues promptly and efficiently.
• Managing ticket systems and communicating service alerts, critical incidents, and maintenance updates to stakeholders.
• Leading the IT service management change process for internal IT systems changes.
• Actively participating in ticket resolution and post-incident reviews for critical incidents.
• Setting and reviewing service delivery metrics for IT products/services.
• Serving as the first escalation point for unresolved issues and leading the Service Desk team’s recruitment, performance assessment, training, and mentoring