Manager Service Desk

at Ministry of Social Development
Published January 22, 2024
Location Auckland, New Zealand
Category Management  
Job Type Full-time  
$136,420 – $169,767 per year


Manager Service Desk Ministry of Social Development location Auckland. $136,420 – $169,767 per year.

The Ministry of Social Development is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent. We develop social policy and provide advice to government and work with and help fund providers in the community. We also deliver social services and assistance, including income, employment and housing support, to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner, we work towards supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations. We aim to acknowledge and be guided by Te Tiriti o Waitangi, and to pursue the following values in our work we care about the wellbeing and success of people. We work together, making a difference for communities. We are inclusive and build a sense of belonging and place. We do the right thing with integrity.

Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Manager Service desk provide Technical and People Leadership in managing and improving the Service Desk practice. Contribute to meaningful work whilst making a positive impact to New Zealanders nation wide. Wellington or Auckland based. Your place in the Ministry.

The Improvement, Systems and Technology group are all about enabling people and partners with improved services and effective technologies so New Zealanders can easily access the support they need. The Improvement, Systems and Technology group is organising into practices to foster continuous learning, collaboration, and expertise. Our newly established practices need passionate, driven and experienced leaders to pave the way for MSD’s transformation.

It’s an exciting time to join us. MSD has embarked upon a multi-year transformation of services to New Zealanders. Effective, modern technology will be key to enabling this transformation and we have an extensive programme of work underway.

About the role MSD’s transformation strategy brings with it a newly established opportunity within the Service Desk practice. As the Manager Service Desk, you will be responsible for the operational delivery, performance, and people leadership for the MSD Service Desk.

Key Accountabilities and deliverables oversee the day-to-day operations of the MSD Service Desk and supporting roles, ensuring efficient and timely resolution of Incidents and Service Requests. Monitor and manage Incidents and Service Requests, ensuring that high priority incidents are effectively identified and escalated.

Provide a customer-focussed approach ensuring that their requirements are accurately captured and needs met. Support the Manager Service Support to deliver services that exceed all customers’ expectations.

You will bring with you experience leading a service desk function in a large and complex organisation. Strong leadership experience, with an ability to create a culture where purpose is clearly understood, teams feel empowered, thereby lifting client satisfaction and team engagement levels.

Strong technical proficiency and knowledge of IT systems, hardware, software and troubleshooting methods. Experience working with enterprise level IT Service Management tools and methodologies such as ITIL.

Position description a copy of the position description can be viewed here, Manager Service Desk, position description. Salary range $136,420.00 - $169,767.00. We encourage you to apply.

We are an organisation that has people at the centre of our work. At MSD, we believe our people do their best when they can be themselves, and we’re committed to fostering a work culture that is diverse, inclusive, and supportive.

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