Service Desk Team Lead

Bay of Plenty - Tauranga

Craigs Investment Partners (CIP) is a multi-award winning investment advisory firm. With over 570 employees located at 19 offices throughout the country, CIP offers solutions and advice to both private investors, corporate and institutional clients. A fantastic opportunity has arisen in our Tauranga based Head Office for an experienced and motivated Service Desk Team Lead. This is a permanent full-time opportunity commencing ASAP!

Become part of a busy professional team whose goal it is to ensure that CIP employees have the correct systems and technology performance to meet the business’s needs. Reporting to the Technology Operations Manager, you will be part a dedicated Infrastructure and Service Delivery Team, delivering ICT services to 570+ users.

The key focus of this role is the leadership and mentoring of the Service Desk team to drive a culture of continual process improvement, and to ensure the team always meet their SLA’s with the business. The Team Lead will also be responsible for: 

  • detailed reporting on individual and team KPI’s and operational metrics;
  • team member coaching / one on ones;
  • roster management;
  • leading the Service Improvement program;
  • oversight of the Service Desk queue including being the first point of escalation.

The ideal candidate will hold a tertiary or equivalent professional IT qualification and must be able to demonstrate the following: 

  • Be customer focused and have excellent written and verbal communication skills
  • 3+ years’ team lead/management experience in a Service Desk and Support environment
  • Technical Windows, O365, Teams, AD experience and a good general knowledge of IT 
  • Problem solving and analytical skills
  • Excellent time management, administrative and organisational skills
  • Have a clear understanding of KPI's, SLA's and how to deliver the best service to business clients
  • Ability to work well under pressure

We expect you will have a strong customer service and team focus, good planning skills, and the ability to mentor and coach staff. We are seeking someone with previous experience in managing a team of IT professionals in a medium to large sized organisation along with a good knowledge of IT systems, applications and functions. 

This is a position suits someone with initiative and a proactive approach. A background in the financial sector and an understanding of financial business applications from a customer's perspective will be highly regarded.

If this sounds like you, then please apply online now!