IT Service Desk Team Lead | Kaiwhakahaere Āwhina Hangarau Pārongo

  • 503306
  • Henderson, Auckland W, New Zealand
  • APM NZ
  • Information Technology
  • Full Time

APM is a fast-growing International Human Services provider with over 28 years in the industry. The APM IT team consists of over 100 staff in the APAC region and over 200 globally assisting APM group to make a difference in the community by delivering quality outputs to support our frontline staff to enable better lives. We are experiencing an exciting period of growth in the organisation, which would see our current IT team to grow substantially throughout 2022 and beyond.

The Role

As a Service Desk Team Lead you will be responsible for leading the day-to-day operations of the IT Service Desk Engineering team. You will assist in developing and building team culture and ownership while providing direct leadership of the IT Service Desk Engineering team to ensure efficient and effective delivery of service and projects.

In this role you will:

  • Provide on job training and mentoring to IT Service Desk Engineers and Trainees
  • Provide escalation support to the IT Service Desk Engineers and escalate matters where necessary to Service Desk Manager.
  • Identify and suggest possible improvements on procedures.
  • Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Pass on any feedback or suggestions from stakeholders to the appropriate internal team.

Skills you’ll bring

You have a passion for customer service and an ability to engage with people from all levels and backgrounds. You enjoy problem-solving and can interpret technical jargon so that the end-user understands what’s going on. You also have:

  • Minimum 2-3 years’ equivalent professional experience
  • An ability to lead a team
  • Previous experience with the Microsoft enterprise stack (Windows 10, Azure, Microsoft 365, SCCM/Intune UEM)
  • An ability to identify and troubleshoot Microsoft Windows operating systems, Microsoft office suites, hardware and networking related faults
  • Ability to work both autonomously and as part of a team, with a strong passion to learn and upskill
  • Willingness to work outside standard business hours as required and be included in an on-call after-hours roster as part of a rotation

What's in it for you?

  • Experience supporting a multinational infrastructure – AUS, NZ and Singapore
  • Opportunities for professional and career development
  • Flexible working options
  • Access to discretionary annual performance bonus
  • Employee benefits: discounted optical services, wellbeing program, paid volunteer and parental leave, discounted Microsoft Office subscriptions and a company mobile

About APM Group

We’re a diverse team of over 9,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too. In New Zealand, APM holds a number of contracts with ACC, MSD, NZDF as well as private employers to provide a range of services including Vocational and Community Rehabilitation, Pain and Injury Management, Workplace Health, Allied Health Intervention and Employment Services. 

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.  

At APM we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples, the LGBTQI+ community and people with a disability.

Our mission is to create positive change and enable better lives.

Our whakataukī He waka eke noa – We’re all in this together.

Our values underpin our work – integrity, customer focus, respect, empathy, achievement, teamwork and enthusiasm. Our Tikanga Māori values of Manaakitanga, Kotahitangi, Wairuatangai, Whānaungatanga and Rangatiratanga guide us to deliver culturally responsive and mana-enhancing services.

Ready to Join?

Click APPLY now and complete your application through our online recruitment platform.

For a confidential discussion, please call Thisuri on +61 419 471 730

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