Service Desk Lead - Perm Part Time
Salary: $30 – $35 per hour
About Us
Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and Manila. We provide small and mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organisation, building our solutions around Microsoft's extensive cloud offering, including M365 and Azure.
We are currently expanding our team to accommodate exceptional business growth.
About the Job
You will run the Auckland leg of Intelliworx's global weekend service desk. Your shift opens the weekend for our clients and hands over to London eight hours later.
This is a small, senior seat. You and one Analyst are the entire desk for your window. What you decide is what happens.
This role blends technical depth with client-facing professionalism and a commitment to continuous improvement.
Key Responsibilities
Own the shift. You are the single named point of accountability for the service desk during your coverage window.
Take ownership of P1 and P2 incidents end to end — triage, diagnose, resolve, or escalate with a clear handover pack.
Communicate with clients during incidents. Issue status updates against SLA commitments without waiting to be chased.
Decide when to invoke on-call engineering or account management. You hold that authority; use it early rather than late.
Receive the inbound handover from the Chicago Shift Lead at the start of shift and deliver a structured handover to the London Shift Lead at the end of it.
Quality-check the Analyst's work before tickets are closed, and coach in the moment rather than after the fact.
Keep the ticket queue accurate: correct priorities, correct time entries, correct client-visible notes.
Flag anything that looks like a systemic or recurring fault to the weekday team, rather than resolving it repeatedly in isolation.
The following skills are REQUIRED:
Three or more years in an MSP or multi-client IT support environment.
Demonstrable hands-on administration of Microsoft 365 and Entra ID.
Experience owning incidents under a contractual SLA, including client-facing communication during an outage.
Sound judgement about when to escalate and when to keep working the problem.
Clear, professional written English. Most of your client contact will be written.
Comfortable working autonomously. Your only on-shift colleague is the Analyst; the rest of the business is asleep.
The following skills are desirable:
MS-102, AZ-104 or MD-102 certification.
ITIL Foundation.
Prior experience of a follow-the-sun or multi-region handover model.
Exposure to Power Platform or Microsoft Fabric (our sister brand, DataIQ, works in this space).
What Good Looks Like in Your First 90 Days
First two weekends: shadow the existing shift, learn the client estate, observe two full handover cycles.
Weekends three and four: run the shift with the weekday manager available on call.
By weekend six: own the shift unsupervised, with handover quality holding up in both directions.
Intelliworx has an ongoing commitment for its team to demonstrate excellence in their professional practice. Training and development requirements are set quarterly and include Microsoft Certifications, internal training, and external courses. These are all designed to assist our team members grow in their roles and contribute to Intelliworx meeting its organisational accreditations. A requirement of this role is a commitment to prioritise and complete these quarterly goals. Resources required for you to achieve these will be provided by our Training and Development team.
Why Intelliworx?
We live our values every day:
Hardworking – We roll up our sleeves and get things done
Rapport – We understand everyone has a job to do and it matters
Approachable – We're here for a chat or to lend a hand
Insightful – We know our stuff and love sharing our knowledge
Fun – Fun that embraces everyone's story and journey
PLEASE NOTE: Only short-listed candidates will be contacted. Applicants must have full working rights in New Zealand.