Team Lead End User Experience

• Lead the crew that keeps DOC connected, supported, and digitally enabled, turning IT from a helpdesk ticket into a great user experience 
• $93,656.00 - $126,500.00 

• Permanent full time, Wellington location preferred 

Our vision: Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa 

Mō te tūranga | About the role 

Do you get a little too excited about improving customer satisfaction scores, solving root causes instead of symptoms, and helping people get the most out of technology? 

We're looking for a Team Lead End User Experience to bring together DOC's Service Desk, IT Training, and Business Engagement functions into one high-performing team focused on delivering exceptional technology experiences across Aotearoa. This is a unique leadership opportunity that blends people leadership, service management, customer experience, technology adoption, and change leadership. Working closely with business groups, technology teams, project leads, vendors, and Māori partners, you'll combine operational excellence with people leadership to deliver a seamless end-user experience across the organisation to ensure DOC people can focus on what matters most: protecting and restoring nature. 

The position will be focussed on: 

• Leading and integrating the Service Desk and Business Engagement & Training functions into a cohesive, customer-focused team 

• Driving service excellence through effective incident, problem, request, and service performance management 

• Championing technology adoption by delivering engaging training, communication, and change initiatives that build capability and confidence 

• Partnering with stakeholders across DOC to understand business needs, influence solutions, and improve user experiences 

• Using data, insights, and feedback to continuously improve services, identify trends, manage risks, and deliver measurable outcomes 

Click here for the Role Description  

Ngā pūkenga me ngā wheako | Skills and experience 

We are keen to hear from you, if you have;  

• Experience leading high-performing teams through change and continuous improvement 

• Strong IT service management knowledge, including incident, problem, and service request management 

• Experience delivering technology training, user enablement, or change initiatives 

• Strong stakeholder engagement and relationship management skills 

• Proven ability to use data and insights to improve service performance and customer experience 

• Experience working with ServiceNow or similar ITSM platforms 

• Excellent planning, prioritisation, and problem-solving skills 

• Commitment to inclusive leadership and Treaty partnership principles 

He aha ngā pāinga mōu? | What’s in it for you? 

DOC is committed to a culture where everyone can participate, thrive, and grow. We’re driven by our values and behaviours, and are working towards being an organisation that is diverse, equitable, and inclusive by default. 

We also support flexible working arrangements for our kaimahi across Aotearoa, with options considered based on the role and in discussion with your leader.

Want to know more?

Tonoa inaiānei | Apply now

Apply online with your CV and cover letter outlining your relevant experience and motivation. We’re unable to accept emailed applications or provide feedback to applicants not shortlisted.

If you need any adjustments during the recruitment process, let us know and we’ll try to accommodate.

Salary: $93,656.00 - $126,500.00, depending on skills and experience.

Eligibility: You must hold a valid NZ work visa that covers the duration of employment. 

Please note, we are not engaging with recruitment agencies for this role. 

Rā whakakapi | Applications close at 11:59 pm on Sunday, 4 October 2026. This advert may close early, so please apply promptly 

Me he pātai anō, whakapā mai | For further enquiries, please contact Paul Magill, [email protected]