Digital Service Desk Team Lead

About the role:
We’re looking for a skilled and proactive team member to step into a Senior Support role within our Whangarei office of our Digital Service Desk. Alongside supporting users across the business this position is designed to support the Service Desk Manager in the day-to-day running of the local service desk, and act as a trusted second-in-command. You’ll play a key role in helping guide the team, managing technical escalations, and helping ensure smooth IT support.

In this role, you will:

• Assist the Service Desk Manager with operational oversight and coordination of the local service desk.
• Act as a technical escalation point for complex or high-priority issues.
• Help manage service desk queues and ensure timely resolution of incidents and requests.
• Collaborate with Digital Infrastructure, Cyber Security, and Applications teams to maintain system health and security.
• Contribute to small projects and support the implementation of new systems and processes.
• Provide hands-on support to internal and external customers, both onsite and remotely.
• Participate in problem-solving, root cause analysis, and continuous service improvement initiatives.
• This role includes rostered shift work, on-call responsibilities, and occasional travel.

About you:

We’re looking for someone with strong technical capabilities and a collaborative mindset, including:

• 5+ years’ experience in IT support, with at least 1 year in a technical leadership or coordination role.
• Solid understanding of ITIL processes (ITIL Foundation certification minimum).
• Experience with Microsoft 365, workstation builds, and troubleshooting Windows and iOS systems.
• Familiarity with Active Directory, identity management, and endpoint management tools.
• Strong analytical, documentation, and problem-solving skills.
• A customer-focused approach and a passion for delivering excellent service.
• Experience with ITSM ticketing systems (JIRA advantageous).
• Relevant IT diploma, degree, or certifications (preferred but not essential).

What’s in it for you?

• Competitive remuneration.
• An in-house well-being programme, a peer support network (Kaitiaki) and EAP services.
• Life Insurance and group discounted medical insurance.
• Commitment to professional growth and development.
• A friendly workplace where people are valued and appreciated.
• Family-friendly events and discounted gym membership along with various retail discounts.

About us:

Northpower is an electricity and fibre network provider for Whangārei and Kaipara, with more than 60,000 connected customers.
We are one of the largest multi-utility contractors in New Zealand, servicing the needs of clients in transmission, distribution, generation, fibre, renewables, and commercial sectors. We have a reputation for excellence and innovation, providing commercially viable solutions for electrical and telecommunication design, construction, and maintenance requirements.

We have over 1,400 staff working together across 16 locations to keep the power on and the lights going for our customers.
Get in touch!

Apply now via #REQ1744 and play a key role in shaping the digital future with Northpower!

New Zealand work rights are required for the role.

Pre-employment checks will include a criminal history check, drug and alcohol testing, and a medical assessment.