Service Desk Management Team Lead Full-time Job

About the Role

We are looking for a talented Service Desk Management professional to join a SaaS company in Auckland. This company operates in the freight industry with a focus on sustainability. As part of the team, you will be responsible for ensuring the smooth operation of custom applications, providing support to internal and external stakeholders. Your main tasks will involve managing Service Desk operations, resolving technical issues promptly, and maintaining effective communication with all parties involved.

Responsibilities Include

• Managing day-to-day Service Desk operations, offering support for technical inquiries and incidents related to the suite of applications.
• Coordinating with internal and external teams to promptly and efficiently resolve technical issues.
• 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 overseeing the recruitment, performance assessment, training, and mentoring of the Service Desk team.

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.

If you're interested in this position, please apply via the 'Quick Apply' button or send your updated CV to maarten.wurtz@randstaddigital.co.nz. Please note that at this stage, only candidates based in New Zealand with valid working rights will be considered.

At Randstad, we believe in providing equal employment opportunities and promoting diversity. We welcome applications from individuals of all backgrounds.