Team Lead, End User Experience
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Job Description
Team Lead End User Experience integrating DOC’s service desk, training, and business engagement functions. Improving technology adoption and user satisfaction across New Zealand’s conservation organisation.
Responsibilities:
- Lead and integrate the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team
- Drive service excellence through incident, problem, request, and service performance management
- Champion technology adoption through training, communication, and change initiatives
- Partner with DOC stakeholders to understand business needs, influence solutions, and improve user experiences
- Use data, insights, and feedback to continuously improve services, identify trends, manage risks, and deliver measurable outcomes
- Lead people and collaborate with business groups, technology teams, project leads, vendors, and Māori partners
Requirements:
- Experience leading high-performing teams through change and continuous improvement
- Strong IT service management knowledge, including incident, problem, and service request management
- Experience delivering technology training, user enablement, or change initiatives
- Strong stakeholder engagement and relationship management skills
- Proven ability to use data and insights to improve service performance and customer experience
- Experience working with ServiceNow or similar ITSM platforms
- Excellent planning, prioritisation, and problem-solving skills
- Commitment to inclusive leadership and Treaty partnership principles
- Must hold a valid NZ work visa covering the duration of employment
- CV and cover letter required
Benefits:
- Flexible working arrangements
- Inclusive, diverse, and equitable workplace culture
- Support for adjustments during the recruitment process
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