Senior Service Desk Support Engineer / Team Lead

Salary: $ + Carpark, Kiwisaver, ELP/EAP, + study program

Are you an experienced IT professional who enjoys solving complex technical challenges, mentoring others, and delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same?

IT Works is looking for a Senior Service Desk Support Engineer / Team Lead to play a pivotal role within our Operations Centre and Service Desk team. This is an exciting opportunity for a technically capable, customer-focused professional who is ready to step into a leadership position and help shape the future of our support services.

About the Role

As our Senior Service Desk Support Engineer, you will be a key technical leader within the business, supporting clients across a diverse range of technologies while providing guidance, mentoring and day-to-day leadership to our Service Desk team.

You will be responsible for ensuring support requests are efficiently triaged, assigned and resolved while maintaining the highest standards of customer service. Working closely with the Operations Manager and wider technical team, you will also contribute to service improvements, client AI enablement initiatives, managed service deployments, and technical solution delivery.

This role combines hands-on technical support, team leadership, client relationship management and service improvement initiatives, making it ideal for someone who enjoys both technology and people leadership.

Key Responsibilities

• Monitor and manage Service Desk ticket queues, ensuring timely allocation and resolution of support requests.

• Provide Level 2 technical support and escalation assistance to Service Desk staff.

• Mentor, train and develop team members through knowledge sharing and technical guidance.

• Support and administer Microsoft 365, Exchange Online, Intune, Entra ID and Active Directory environments.

• Troubleshoot desktop, server, networking and connectivity issues.

• Provision users, manage permissions and maintain client environments.

• Deploy and support managed services including backup, email security and endpoint protection solutions.

• Utilise remote monitoring and management tools to proactively manage client infrastructure.

• Create and maintain technical documentation and knowledge base articles.

• Assist with solution delivery, device deployments and client onboarding projects.

• Support field engineers and undertake occasional client onsite visits.

• Identify opportunities for service improvements and additional solutions that benefit clients.

• Participate in weekly operational and service review meetings.

• Build strong relationships with clients and become a trusted technical advisor.

What We're Looking For

To be successful in this role, you'll be an experienced support professional who combines strong technical capability with excellent communication and leadership skills.

You will ideally have:

• 5+ years' experience in Information Technology.

• At least 3 years' experience providing Level 2 support.

• Experience mentoring or leading technical team members.

• Strong knowledge of:

  • Windows 10 and Windows 11

  • Windows Server 2016, 2022 and 2025

  • Microsoft 365, Exchange Online, Intune, Entra ID, Active Directory

  • Desktop and hardware support

  • Printer management and print queues

  • Basic networking and wireless troubleshooting

  • Antivirus and EDR solutions

• Ideally, you will have experience using ConnectWise, or similar service management platforms.

• Experience with remote support and management tools.

• A working knowledge of VoIP solutions.

• Experience with AI products and services.

Personal Attributes

We're looking for someone who:

• Leads by example and sets high standards.

• Has a genuine passion for customer service.

• Communicates clearly and professionally.

• Is organised, proactive and highly accountable.

• Can remain calm under pressure.

• Has exceptional attention to detail.

• Is a self-starter who enjoys working both independently and collaboratively.

• Takes pride in delivering quality outcomes for clients and colleagues.

Why Join IT Works?

At IT Works, we believe great people deliver great outcomes. You'll join a supportive team of experienced professionals who enjoy collaborating, solving complex problems and helping clients succeed. We work with modern cloud, security and AI technologies, encourage knowledge sharing, and provide opportunities to grow your technical and leadership skills. Your ideas will be valued, your contribution recognised, and your work will have a real impact on our clients and the wider business.

What We Offer

• Competitive salary package with Employer KiwiSaver contribution

• Ongoing training, certifications and structured study support

• Career advancement opportunities within a growing technology company

• Exposure to a broad range of technologies and client environments

• Leadership opportunities and technical mentoring responsibilities

• Employee Assistance Programme (EAP) for wellbeing support

• Free onsite parking

Ready to Apply?

If you're an experienced Service Desk professional looking for the next step in your career and want to join a company that values technical excellence, teamwork and customer success, we'd love to hear from you.

Apply now with your CV and a brief cover letter outlining your experience and what excites you about joining the IT Works team.

IT Works - Delivering technology that works for people.

You must be eligible to work in New Zealand to be considered for this position.