Service Desk Team Leader

• Varied and interesting work
• Supporting City Services in your local community
• A practical, people-focused leadership role

About the Role

This role plays a key part in ensuring Hutt City Council’s technology services are reliable, responsive and customer focused. As the Service Desk Team Leader, you’ll lead the day-to-day operation of the Service Desk, supporting staff across Council by ensuring incidents and service requests are handled effectively and professionally.

You’ll be a visible, hands-on leader who creates a positive, consistent and high-performing team environment. You’ll act as an escalation point during high impact incidents, and drive continuous improvement in how we deliver IT support. Working closely with other Information Services teams, you’ll help ensure technology enables our people to do their best work for the community.

You will:

• Lead and coordinate Service Desk operations, including incident and request management
• Support and mentor Service Desk staff, building capability and confidence
• Act as an escalation point during high-severity incidents and outages
• Ensure clear, timely communication with customers and stakeholders
• Champion improvements to processes, systems and the knowledge base
• Support asset management and core system administration activities
• Build strong working relationships across Council and with external suppliers

About You

We’re looking for a people-focused IT professional who enjoys leading others and delivering great customer experiences in a fast-paced technology environment.

You’ll bring:

• Proven experience in IT service delivery or customer support within a technology environment
• The ability to lead, support and positively influence a team
• A practical understanding of IT service management and incident handling
• Confidence working with Microsoft technologies and modern workplace tools
• Strong communication skills and a calm, solutions-focused approach
• A collaborative mindset and commitment to continuous improvement

This role is well suited to someone who enjoys balancing people leadership with hands-on service delivery, and who takes pride in helping others succeed.

About Us

At Hutt City Council our vision is to build a connected, resilient and inclusive city where all our people thrive. Kia noho mai tēnei tāone hei pou herenga waka, hei pou herenga kaupapa, hei wāhi whai hua ki hōna iwi.

Our people are ‘proud to be part of it’ - working here is truly rewarding knowing together we're making a genuine difference to Te Awa Kairangi ki Tai Lower Hutt and its people, both now and into the future. Tūhono mai. Come join us!

Some of our great benefits include:

• Paid birthday leave
• Wellbeing leave, plus additional wellbeing perks
• Flexible working options
• Discounted health insurance

Applications close at 11.55pm on 11 January 2026.

Due to the holiday period, there may be some delays in communicating with candidates and we apologise for any inconvenience. Applications will be reviewed as they are received, and interviews may be progressed before the closing date, so we encourage you to apply as soon as possible. We reserve the right to withdraw the job advertisement at any time.