Service Desk Manager

About Gallagher 

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses but our purpose also means we care deeply about our people and their families. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe and exports across the world, we provide our employees unrivalled globally focused career pathways.

The Opportunity

Due to an internal promotion, an opportunity has arisen for a Service Desk Manager to lead our dedicated service desk team.
In this role, you’ll develop and implement strategies to continuously improve our service desk operations, driving automation and efficiency whilst ensuring top-notch user satisfaction.

Key responsibilities include:

• Strategic Planning: Develop + execute strategic plans for the service desk, aligning with organizational goals + transitioning the team towards facilitation.
• Process Optimization: Enhance service delivery processes, optimize resource allocation, + improve overall efficiency.
• Continuous Improvement: Analyze trends & feedback to identify opportunities for innovation + improvement.
• User Experience: Champion a user-centric approach, collaborating with stakeholders to gather insights + enhance service delivery.
• Team Leadership: Provide guidance & mentorship to your team, fostering a culture of continuous learning + growth.
• Stakeholder Management: Build & maintain strong relationships with internal and external stakeholders, ensuring open communication + alignment of priorities.

The Fit

You’ll be a strong communicator, well-seasoned in leadership and supervision within an IT environment + have a minimum of 2 years’ experience managing Service Desks.

To succeed in this role, you’ll also need:

• ITIL certification (V3 or V4)
• Strong leadership and mentoring abilities
• Effective staff supervision and performance management
• Excellent verbal and written communication skills
• High digital dexterity

Why Gallagher?

At Gallagher, we foster a supportive and family-friendly work environment, where collaboration, innovation, and continuous improvement are at the forefront of everything we do. We value work-life balance and prioritise the well-being of our employees.  We also offer:

• Hybrid working model + when you’re in the office you’ll have free parking, subsidised on-site café and great eateries nearby.
• Life & Disability Insurance.
• Boost App membership; Gallagher staff discounts at a variety of NZ stores.
• Plenty of fun along the way; team building events, inspiring guest speakers, and team lunches.

At Gallagher, we value innovation, collaboration, and continuous improvement. Join us to lead a dedicated team, drive impactful changes, and contribute to our mission of delivering high-quality digital services.