Job Description

• Permanent, full-time position
• Excellent staff benefits, hybrid working

• Lead, coach, and support a high-performing Service Desk team

About CodeBlue, the Managed IT Services sector of Fujifilm Business Innovation New Zealand

At FUJIFILM Business Innovation (FBNZ), our commitment to empowering Kiwis to harness the power of technology is unwavering: “We never stop finding ways to help Kiwis work smarter.”

As a wholly-owned subsidiary of FUJIFILM Business Innovation, CodeBlue aspires to be the forefront provider of IT strategy, IT operations, business processes, and business intelligence for mid-sized New Zealand organisations and businesses. The CodeBlue business unit employs 180 people across NZ and provides IT Managed Services to over 300 organisations nationwide. At CodeBlue, the pursuit of delivering an exceptional customer experience is not just a goal; it is the driving force behind every endeavour.

About the role

As Service Desk Team Leader, you will actively mentor, coach and support a team of Service Desk Analysts, while ensuring the team remains aligned to CodeBlue’s vision, values and commitment to exceptional customer service. This is based on the role’s primary objective to mentor and support Service Desk Analysts while maintaining alignment with CodeBlue’s vision and values.

This role would suit an experienced service desk professional who enjoys developing others, improving team performance, and creating a positive, customer-focused support environment. You will play a key role in managing day-to-day service desk operations, supporting team performance, responding to escalations, and driving continuous improvement across policies, processes, and service delivery.

Key responsibilities include:

• Lead, mentor, and support Service Desk Analysts through regular one-on-ones, coaching, feedback, and team engagement.
• Manage team KPIs and ensure performance expectations are measurable, achievable, and aligned to service standards.
• Ensure Service Desk Analysts adhere to CodeBlue policies, standards, processes, and agreed customer SLAs.
• Review and improve team policies, procedures, and workflows to support continuous improvement and operational efficiency.
• Support the induction of new team members and help them build confidence and capability in their roles.
• Manage staff resourcing, team meetings, customer complaints, and escalated inquiries in a timely and professional manner.
• Respond to complex or high-impact user calls and ensure customers receive a high-quality support experience.

• Identify sales or business opportunities from helpdesk interactions and notify Account Managers where appropriate.

Skills & experience

• Experience in people development, coaching, or leadership within a technical support or service desk environment.
• Strong customer service focus with the ability to motivate, inspire, and support people from diverse backgrounds.
• Familiarity with service desk KPIs, SLAs, ticket management practices, and operational reporting.
• Technical experience and knowledge across IT systems, hardware, software, and networking.
• Excellent written and verbal communication skills, with strong interpersonal and relationship-building ability.
• Strong analytical and problem-solving skills, with good judgment and initiative
• Ability to delegate effectively, manage priorities, and maintain accurate records. Awareness of privacy and security best practices.

• Prior experience within a managed service provider or large, complex technical support environment would be advantageous.

Benefits

• Health insurance, including GP and prescriptions.
• Enhanced leave entitlements including Birthday Leave.
• Long service awards.
• The opportunity to lead and develop a talented Service Desk team within a growing Managed IT Services business.

This is an excellent opportunity to work for one of the world's leading innovators and play a key leadership role. If you are passionate about people leadership, service excellence and continuous improvement, we would love to hear from you. Please apply online.

Please note that applicants with the right to work in New Zealand will only be considered for this position!