Service Desk Management Team Lead Full-time Job

Overview

We are looking for a skilled Service Desk Management professional to join a SaaS company in Auckland. The company operates in the freight industry with a focus on sustainability. As a Service Desk Manager, you will be responsible for ensuring the smooth operation of bespoke applications and providing support to internal and external stakeholders.

Responsibilities

• Manage day-to-day Service Desk operations and provide technical support for inquiries and incidents.
• Coordinate with internal and external teams to resolve technical issues promptly.
• Communicate service alerts, critical incidents, and maintenance updates to stakeholders.
• Lead the IT service management change process for internal IT systems changes.
• Participate in ticket resolution and post-incident reviews for critical incidents.
• Set and review service delivery metrics for IT products/services.
• Act as the first escalation point for unresolved issues and oversee the Service Desk team.

Qualifications & Experience

• Bachelor's degree in Information Technology or equivalent industry experience.
• Minimum of five years of experience as a Service Desk Analyst or Support Analyst.
• ITIL and ITSM certification preferred.
• Proficiency in Atlassian products such as Jira and Confluence.
• Experience with MS SQL, Microsoft Power BI, and Transport Management Systems (TMS) is a plus.
• Strong interpersonal and communication skills.
• Excellent analytical and problem-solving abilities.

On Offer

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

Contact Information

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

Diversity & Inclusion

At Randstad, we value providing equal employment opportunities and embracing diversity. We encourage individuals from all backgrounds to apply for this position.

Location

Auckland Central