Team Lead - Service Operations (IT)

• Join our team to shape the future of education!
• Permanent, full-time role based at our IT office in Glenview (Mangakōtukutuku), Hamilton.
• Free Southern Cross health and life insurance, generous leave provisions including additional leave based on length of service, and free car parking.
• A supportive, whānau-friendly workplace.

Mō mātou / About us

As a proudly kaupapa Māori tertiary educator, ‘tauira success’ is our mission and ‘whānau transformation through education’ is our vision, guiding our commitment to delivering quality education programmes underpinned by Māori culture and values.

Our kaimahi (employees) enjoy a whānau-friendly workplace and a great range of benefits to support their wellbeing and that of their whānau:

• Free Southern Cross health insurance and life insurance.
• Four extra leave days each year to celebrate Matariki and Christmas, plus special leave available for those involved in cultural or sporting events.
• Free car parking at our main campuses.

Mō tēnei mahi / About this job 

As the Team Lead – IT Service Operations, you will lead and support a team of Engineers who deliver Service Desk, onsite support, and ICT services to kaimahi and tauira across Aotearoa.

This is a hands-on operational leadership role, responsible for guiding daily service operations, supporting engineers with complex technical issues, managing escalations, and ensuring the team delivers reliable and responsive IT support services.

You will work alongside another Team Lead within Service Operations, sharing responsibility for team coordination, roster management, and maintaining service levels across the Service Desk and phone support channels.

You will help manage operational flow across the Service Desk, including queue health, roster coordination, and ensuring the right engineers are available to support phone, onsite, and asset-related work.

This role also contributes to site support coordination and ICT asset management, helping ensure devices and equipment are deployed, tracked, and maintained effectively across our campuses.

A key part of this role is developing the capability of the Service Operations team, mentoring engineers, supporting knowledge sharing, and strengthening the team’s ability to deliver high-quality support services.

Mōu / About you 

• Lead, coach, and support a team of IT Service Operations Engineers
• Manage day-to-day operational activities including roster planning and oversight of the Service Desk phone queue
• Act as an escalation point for complex technical issues and support engineers with troubleshooting
• Coordinate site support activities and onsite technical work across campuses
  Support the management of the ICT asset lifecycle including device deployments, tracking, and equipment management
• Monitor team performance and ensure incidents and service requests are resolved within agreed service levels
• Identify opportunities to improve service delivery, processes, and operational efficiency
• Ensure adherence to TWoA policies, procedures, and service quality expectations
• Build strong working relationships with internal teams, vendors, and key stakeholders
  

What you’ll bring 

• Bachelor’s degree in computer science, Information Systems, or related field (or equivalent experience)
• ITIL certification desirable (Foundation or higher)
• 5+ years’ experience in IT support or Service Operations environments
• Proven leadership experience with the ability to mentor, develop, and support technical staff
• Strong technical knowledge across Microsoft environments, networking, cloud services, and desktop support
• Experience managing escalations and supporting teams to resolve complex technical issues
• Experience supporting ICT asset management processes such as device lifecycle, deployments, or inventory management
• Strong organisational skills with the ability to coordinate operational workloads and team rosters
• Excellent communication skills and the ability to engage with users and stakeholders
• A willingness to engage in a kaupapa Māori environment and develop knowledge of āhuatanga Māor
  

Why Te Wānanga o Aotearoa?

We are a wānanga — a tertiary institution founded by Māori, deeply rooted in mātauranga Māori, and committed to empowering learners and communities. Our unique environment offers:

• A kaupapa-driven workplace where your mahi has cultural and social impact
• A collaborative, supportive team environment
• Opportunities for personal growth in both your technical career and your te ao Māori journey
  

Kua whati te tai, tono mai! | Apply today!

If we’ve outlined a role that matches your capabilities and aspirations, and a workplace that appeals, apply today as applications will close as soon as we have a suitable shortlist.

A position description is available on our career’s website.  For any other queries, please email jobs@twoa.ac.nz

Te Wānanga o Aotearoa is committed to providing a culturally enriched, inclusive, and supportive workplace. Nau mai, haere mai, tauti mai!