Seeking an experienced Team Lead / Incident Manager for our After Hours team
Leading and supporting our critical after hours service desk team
Summary about this job
Team Leaders
Company: Spark New Zealand Trading Limited
Location: Wellington
Work type: Full Time
Salary: n\a
Phone: +64-4-388-2417
Fax: +64-7-472-9957
E-mail: n\a
Site: n\a
Detail information about job Seeking an experienced Team Lead / Incident Manager for our After Hours team. Terms and conditions vacancy
The Government Service Desk based in Wellington is seeking an experienced Team Lead to run our business critical After Hours team. This position is Sunday - Thursday, 11pm - 7:30am however the team you will manage works on a rostered basis 24/7 365.
The Response Lead's primary goals is to be accountable for the end-to-end control of high priority incident management (overnight) and supervision of the After Hours service desk operations, workload management, and for the provision of service to agreed service level agreements (SLAs) for the client. Create superior value for Spark by providing the best solutions through competence and accuracy and in a manner that delivers an outstanding client service experience.
As the After Hours Team Lead you will provide leadership to the desk from managing the nightly activities to overseeing the consistent and effective delivery of the support and services offered to our customers after hours. You will be customer service focussed with a high attention to detail.
You will be a proven and supportive team leader who loves to keep up to date with the latest technologies and is committed to knowledge transfer among the team.
Ideally you will have:
- Experience working in a Service Desk environment
- Knowledge of Windows, Desktop, Networking and Hardware and cloud technologies
- Strong time and resource management skills
- Exposure to ITIL and Agile best practices
- Incident Management experience
- Excellent communication and interpersonal skills and confident working closely with vendors and business stakeholders
- Able to demonstrate good initiative, problem solving skills and process improvement ability
You must reside in New Zealand to be eligible to apply for this position.
If this sounds like you, please forward your CV for consideration.