Team Lead, End User Experience

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. Lead and integrate the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team .

Posted 9/21/2026full-timeRemote • New ZealandSenior💰 NZ$93,656 - NZ$126,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, focusing on incident, problem, and service request management while leading high-performing teams through change and continuous improvement. Proven ability to leverage data and insights for enhancing service performance and customer experience.

Highest-signal resume keywords

IT Service ManagementStakeholder EngagementData-Driven Decision MakingTechnology Training DeliveryInclusive Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementService Request ManagementContinuous ImprovementChange Management

Soft Skills

Relationship ManagementPlanningPrioritisationProblem-Solving

Tools & Technologies

ServiceNowITSM Platforms

Certifications & Qualifications

Valid NZ Work Visa

Industry Keywords

Customer ExperienceService Performance ManagementTechnology AdoptionMāori Partnership Principles

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead and integrate the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team
Drive service excellence through incident, problem, request, and service performance management
Champion technology adoption through training, communication, and change initiatives
Partner with DOC stakeholders to understand business needs, influence solutions, and improve user experiences
Use data, insights, and feedback to continuously improve services, identify trends, manage risks, and deliver measurable outcomes
Lead people and collaborate with business groups, technology teams, project leads, vendors, and Māori partners

Requirements

What you’ll need

Experience leading high-performing teams through change and continuous improvement
Strong IT service management knowledge, including incident, problem, and service request management
Experience delivering technology training, user enablement, or change initiatives
Strong stakeholder engagement and relationship management skills
Proven ability to use data and insights to improve service performance and customer experience
Experience working with ServiceNow or similar ITSM platforms
Excellent planning, prioritisation, and problem-solving skills
Commitment to inclusive leadership and Treaty partnership principles
Must hold a valid NZ work visa covering the duration of employment
CV and cover letter required

Benefits

Comp & perks

Flexible working arrangements
Inclusive, diverse, and equitable workplace culture
Support for adjustments during the recruitment process