Title Enterprise Service Desk Manager
One New Zealand
Date: 6 hours ago
City: Auckland, Auckland
Contract type: Full time
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Title: Enterprise Service Desk Manager
Ko mātou tēnei – our organisation
At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We proudly champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”
Ko tō tūranga – your role
The Enterprise Service Desk Manager is responsible for leading a high performing Service Desk function, ensuring the delivery of high-quality services to One NZ’s largest and most complex customers.
With accountability for our level one service desk agents, high priority incident management team and Service Assurance teams, you will be leading 5 direct reports and a wider team of 70. This role is pivotal in maintaining operational efficiency, enhancing user satisfaction, and driving continuous improvement in service delivery, with a strong focus on customer-centric solutions.
Working closely alongside our technical resolver teams, customer teams and partners, strong relationship management and stakeholder engagement is critical.
Ko Tō Mahi – What You’ll Do
Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
Apply now »
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Select How Often (in Days) To Receive An Alert
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Title: Enterprise Service Desk Manager
Ko mātou tēnei – our organisation
At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We proudly champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”
Ko tō tūranga – your role
The Enterprise Service Desk Manager is responsible for leading a high performing Service Desk function, ensuring the delivery of high-quality services to One NZ’s largest and most complex customers.
With accountability for our level one service desk agents, high priority incident management team and Service Assurance teams, you will be leading 5 direct reports and a wider team of 70. This role is pivotal in maintaining operational efficiency, enhancing user satisfaction, and driving continuous improvement in service delivery, with a strong focus on customer-centric solutions.
Working closely alongside our technical resolver teams, customer teams and partners, strong relationship management and stakeholder engagement is critical.
Ko Tō Mahi – What You’ll Do
- Develop and implement service desk policies, procedures, and standards tailored to meet the needs of enterprise customers.
- Monitor and report on service desk performance, identifying areas for improvement and ensuring customer satisfaction.
- Ensure compliance with ITIL best practices and other relevant frameworks.
- Collaborate cross functionally to resolve complex issues and improve service delivery for enterprise customers.
- Manage high priority incidents, ensuring clear communication, swift resolution and minimal impact on business operations.
- Foster strong relationships with key enterprise customers, understanding their unique needs and ensuring their requirements are met.
- Strong leadership and team management skills.
- In-depth knowledge of ITIL and other relevant frameworks.
- Excellent problem-solving and decision-making abilities.
- Strong communication and interpersonal skills.
- Proven experience in managing a service desk or similar IT support function.
- Ability to manage budgets and resources effectively.
- Experience in managing high priority incidents and crisis situations.
- Ability to develop and implement incident management protocols.
- Strong customer focus, with experience in supporting large and complex enterprise customers.
- Ability to build and maintain strong relationships with key stakeholders and customers
- One New Zealand is leading the way by ensuring you can have a truly balanced life.
- Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
- A fully subsidised Southern Cross health insurance cover for you and your family.
- Laptop, unlimited data plan, market leading cell-phone for business or personal use.
- Lifestyle leave where you can purchase an extra week or two of annual leave.
- Discounts on One New Zealand products, services and much more!
Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
Apply now »
Find Similar Jobs
Enterprise, Current Vacancies
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