Digital Service Desk Team Lead at Northpower in Whangarei, Northland, New Zealand | Kablio

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Digital Service Desk Team Lead

Northpower

Leading NZ infrastructure firm delivering electricity, fibre, transmission, distribution & renewable energy solutions.

Senior IT support lead managing service desk operations and escalations.

11 days ago ago

Experienced (8-12 years), Intermediate (4-7 years)

Full Time

Whangarei, Northland, New Zealand

Office Full-Time

Company Size

1,400 Employees

Service Specialisms

Electrical Engineering

Construction Services

Sector Specialisms

Energy

Electricity Distribution

Fibre Network

Transmission

Distribution

Substations

Industrial Electrical and Automation

Communications

Role

Description

service desk

technical escalation

queue management

root cause

system health

hands‑on support

Contribute to small projects and support the implementation of new systems and processes.
Assist the Service Desk Manager with operational oversight and coordination of the local service desk.
Participate in problem-solving, root cause analysis, and continuous service improvement initiatives.
Act as a technical escalation point for complex or high-priority issues.
Help manage service desk queues and ensure timely resolution of incidents and requests.
Collaborate with Digital Infrastructure, Cyber Security, and Applications teams to maintain system health and security.
Provide hands-on support to internal and external customers, both onsite and remotely.

Requirements

itil foundation

active directory

microsoft 365

jira

5+ years

problem solving

Solid understanding of ITIL processes (ITIL Foundation certification minimum).
Familiarity with Active Directory, identity management, and endpoint management tools.
Experience with Microsoft 365, workstation builds, and troubleshooting Windows and iOS systems.
Strong analytical, documentation, and problem-solving skills.
5+ years’ experience in IT support, with at least 1 year in a technical leadership or coordination role.
Experience with ITSM ticketing systems (JIRA advantageous).
Relevant IT diploma, degree, or certifications (preferred but not essential).

Benefits

Family-friendly events and discounted gym membership along with various retail discounts.
Life Insurance and group discounted medical insurance.
An in-house well-being programme, a peer support network (Kaitiaki) and EAP services.
A friendly workplace where people are valued and appreciated.
Competitive remuneration.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

criminal history check
drug and alcohol testing
medical assessment

Company

Overview

90 years

Network ownership

The company has a heritage rooted in decades of infrastructure ownership and operation.

It blends ownership and contracting—running its own electricity and fibre networks while delivering engineering and construction services nationwide.
Financially robust, it sustains large-scale contracts with major utilities and returns profits to its consumer-owned trust.
Its projects range from substation upgrades and submarine cable installations to managing transmission lines and future-energy installations.
Specialising in transmission, distribution, fibre rollout, inspection solutions and grid‑scale solar, it tackles every layer of utility infrastructure.
Unusually, the company owns and operates one of the region’s oldest hydro stations and recently launched a portable data centre prototype.

Culture + Values

Safety is our priority.
We work together as one team.
We care for the communities we serve.
We deliver excellence.
We act with integrity.

Environment + Sustainability

Net Zero 2050

Climate Commitment

The organization is committed to achieving net zero emissions by the year 2050.

The organization is working towards reducing its carbon footprint by implementing renewable energy solutions.
Sustainability is a key driver in the organization's operational decision-making processes.
The organization works to enhance environmental stewardship through better waste management practices.

Inclusion & Diversity

The company fosters an inclusive and diverse workplace.
Supporting gender balance with initiatives to improve female representation in technical roles.
Tracking gender-related data and encouraging diversity across all levels.

Articles

Northpower Careers

About Northpower