Senior Service Desk Support Engineer / Team Lead
Senior service desk engineer / team lead at IT Works, an IT managed services provider in Lower Hutt. Day to day: triaging and resolving Level 2 support tickets, mentoring the service desk team, and supporting client Microsoft 365, Entra ID, Intune and Active Directory environments, plus backup, email security and endpoint protection services.
- Compensation
- Not disclosed
- Location
- Lower Hutt, Wellington
- Work setup
- Onsite
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must 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
- Strong knowledge of Windows Server 2016, 2022 and 2025
- Strong knowledge of Microsoft 365, Exchange Online, Intune, Entra ID and Active Directory
- Desktop and hardware support experience
- Printer management and print queues knowledge
- Basic networking and wireless troubleshooting
- Knowledge of antivirus and EDR solutions
- Experience with remote support and management tools
- Must be eligible to work in New Zealand
Nice to have
- Experience using ConnectWise or similar service management platforms
- Working knowledge of VoIP solutions
- Experience with AI products and services
Full description
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.