About the role: We're looking for a Digital Service Desk Team Lead to provide day-to-day supervision and technical leadership to our Whangarei-based Service Desk team. This is a hands-on senior technical role where you'll also guide a team of technicians, act as a key escalation point, and ensure seamless IT support across Northpower. You'll work closely with the Digital Service Desk Manager, supporting the delivery of high-quality service desk operations while contributing to continuous improvement and technical excellence. As our Digital Service Desk Team Lead, you'll: * Lead and mentor the local service desk team, fostering growth and development. * Act as the technical escalation point for complex or critical issues. * Manage service desk queues, ensuring incidents and requests are resolved within service level agreements (SLAs). * Work closely with our Digital Infrastructure, Cyber Security, and Applications teams to keep systems running smoothly and securely. * Lead and support small projects and rollout of new systems and processes. * Support internal and external customers, both onsite and remotely. * Play a key role in problem solving, root cause analysis, and continuous service improvement. * Participate in rostered shift work, on-call duties, and travel as required. About you: We're looking for someone with a mix of technical and leadership skills, including: * 5+ years' experience in IT support, with at least 1 year in a leadership or senior technical role. * Strong understanding of ITIL processes (ITIL Foundation certification minimum). * Hands-on experience with Microsoft 365, workstation builds and troubleshooting Windows, Android and iOS systems. * Knowledge of Active Directory, identity management, and endpoint management tools. Excellent problem-solving, analytical, and documentation skills. * Proven ability to lead and develop a team, while driving results in a fast-paced environment. * A customer-first mindset and a passion for delivering outstanding service. * Familiarity with ITSM ticketing systems such as JIRA would be advantageous. What's in it for you? * Competitive remuneration. * An in-house well-being programme, a peer support network (Kaitiaki) and EAP services. * Life Insurance and group discounted medical insurance. * Commitment to professional growth and development. * A friendly workplace where people are valued and appreciated. * Family-friendly events and discounted gym membership along with various retail discounts. About us: Northpower is an electricity and fibre network provider for Whangarei and Kaipara, with more than 60,000 connected customers. We are one of the largest multi-utility contractors in New Zealand, servicing the needs of clients in transmission, distribution, generation, fibre, renewables, and commercial sectors. We have a reputation for excellence and innovation, providing commercially viable solutions for electrical and telecommunication design, construction, and maintenance requirements. We have over 1,400 staff working together across 16 locations to keep the power on and the lights going for our customers. Get in touch! Bring your technical expertise, leadership skills, and passion for great service and we'll provide the tools, support, and opportunities you need to thrive and grow. Apply now via #REQ1744 and play a key role in shaping the digital future with Northpower! New Zealand work rights are required for the role. Pre-employment checks will include a criminal history check, drug and alcohol testing, and a medical assessment.