ICT Service Delivery Team Lead

Albany location with park-like grounds The opportunity | Te Whiwhinga mahi Based on Auckland’s North Shore, Kristin School is a premier independent, co-educational, non-denominational school that welcomes over 1,800 students from Early Learning to Year 13 and employs over 300 staff. Founded by parents over 50 years ago, our special character school is guided by deeply held values: Progress, Vision, Integrity and Love. As ICT Service Delivery Team Lead, you'll lead the go-to team for all things tech! Leading a small team of ICT support staff to deliver responsive, high-quality technology services across our school. You'll balance hands‑on technical work with people leadership, ensuring our staff and students can get the most from the technology available to them. We are seeking a leader with a continuous improvement mindset who can elevate our service delivery by optimising workflows, shifting our frontline support from reactive troubleshooting to proactive excellence. Reporting to the Head of ICT, your team will work alongside the ICT Implementation team to provide comprehensive ICT support services for staff and students. This is a varied, people‑focused role in a fast‑paced school environment where no two days are the same. Responsibilities include: Lead, motivate, and mentor two frontline support professionals to manage workflows Drive continuous improvement across our processes; analyse helpdesk trends to eliminate root causes of friction, and champion a culture of continuous service optimisation Oversee the ICT helpdesk, ensuring timely resolution of incidents and service requests Be an escalation point for complex technical issues across hardware, software, networking, and AV systems Manage device lifecycle, including procurement, deployment, and asset tracking for staff and student devices Own and develop our ICT support standard operating procedures, documentation and knowledge base Liaise with teaching staff to support technology integration in the classroom Ensure the school’s technology environment is secure, reliable and fit for purpose. Proven experience in an ICT support or service delivery role, with 3+ years leadership experience A consistent track record as a change agent, with experience transforming service delivery workflows, introducing automation, and upskilling teams to adapt to evolving digital needs Client focussed and a genuine passion for delivering excellent customer service Strong technical knowledge across Windows and macOS environments, networking fundamentals, and user access to SaaS Cloud, and local applications Experience managing and configuring an ITSM/ServiceDesk ticketing system, including SLAs, Service Metrics, Reporting, and asset management Experience with device management platforms (e.g. Intune, JAMF, or similar) A calm, professional manner and excellent communication skills — comfortable talking tech with both experts and non‑technical users A proactive, solutions‑focused mindset and the ability to manage competing priorities Experience in an education or school environment is not essential A genuine interest and willingness to engage in professional development and learning opportunities Relevant tertiary qualification and industry certifications (e.g. CompTIA, ITIL, Microsoft) preferred. We offer a vibrant, supportive, and well‑resourced environment where you can truly make a difference. Your package includes competitive remuneration commensurate with your experience, a tuition fee discount for your children attending Kristin (if applicable), a laptop, long service leave, and free on‑site parking. You can access our onsite gym, EAP, flu shots, and First Aid Training. Kristin is committed to the safety and wellbeing of all students. This position is subject to a safety check in accordance with the Children’s Act 2014, which includes a Police vet, reference checks, and identity verification. Applicants must disclose any relevant convictions or findings at the time of application. Applications close Tuesday 1 September 2026. Kristin School reserves the right to appoint a suitable candidate prior to the closing date. #J-18808-Ljbffr