IT Service Desk Team Leader

Responsibilities

• Lead and develop the IT Service Desk team by setting objectives and monitoring performance.
• Ensure SLA compliance and service quality through effective ticket queue and workload management.
• Oversee incident, request, and problem management processes.
• Act as the primary escalation point for critical incidents to ensure swift resolution.
• Drive continual improvement by analyzing performance data and identifying trends.
• Manage vendor relationships and contracts to ensure performance standards are met.
• Champion ITIL best practices across the IT team.

Requirements

• Proven experience managing a helpdesk or frontline IT support team in a fast-paced environment.
• Strong understanding of ITIL principles and IT Service Management (ITSM) frameworks.
• Proficiency with ITSM tools and ticketing systems.
• Demonstrated success meeting SLAs and customer satisfaction targets.
• Excellent leadership and communication skills with a customer-focused mindset.
• Must be eligible to work in New Zealand.

Preferred Qualifications

• ITIL 4 or ITSM certification.
• Experience with automation and self-service solutions.
• Familiarity with enterprise IT environments such as Active Directory and Microsoft 365.

Benefits

• Opportunities for growth and advancement within a dynamic logistics environment.
• Competitive pay and a supportive team culture.
• Exclusive access to holiday homes.
• Discounted healthcare benefits.

About the Company

Fliway Group is a 100% New Zealand owned transport and logistics company. Following the joining of Fliway and Supply Chain Solutions, we have created a powerhouse in logistics and supply chain innovation, offering end-to-end services through advanced technology and a strong national network.