What are you Going to do?
- Key Responsibilities
- Lead the ITSC team in delivering day-to-day IT support across Office 365, collaboration tools, and basic network operations.
- Manage and resolve escalated issues related to O365 administration, VPN connectivity, and endpoint access.
- Ensure incidents are handled efficiently within SLA.
- Provide technical mentorship and act as an escalation point for complex issues.
- Manage the service desk according to ITIL best practices (incident, problem, and change management).
- Ensure service quality, SLA compliance, and proactive issue resolution.
- Utilize service management tools (e.g., Zoho SDP) for performance monitoring and reporting.
- Collaborate with HQ to align processes with global IT standards and security policies.
- Build and maintain an internal knowledge base for frequent issues and troubleshooting guides.
- Promote knowledge sharing and continuous skill development among the team.
- Analyze support data to identify recurring issues and improvement areas.
- Prepare monthly reports on service desk performance, SLA metrics, and user satisfaction..
What are we Looking for?
- Education: Bachelor’s degree in Information Technology, Computer Science, or related discipline.
- Experience: 5–7 years of IT support experience, including at least 2 years in a supervisory or team lead role.
- Technical Expertise: Proven knowledge of Office 365 administration, Windows environment, and basic network management (LAN/WAN, VPN, router/switch setup).
- Certifications: ITIL Foundation (mandatory); additional certifications such as Microsoft 365 Administrator Associate or CompTIA Network+ preferred.
- Tools: Experience with service desk tools such as Zoho SDP, ServiceNow or equivalent.
- Language: Strong communication skills in English (written and spoken).
Key Competencies
- Technical leadership and ability to resolve complex IT issues.
- Sound understanding of ITIL processes and global service delivery models.
- Strong analytical and reporting skills for operational performance tracking.
- Team management, training, and mentorship capabilities.
- Customer-focused mindset with commitment to quality service delivery.
Top Skills
What We Do
ZURU is a disruptive and award-winning company that designs, manufactures and markets innovative toys and consumer products.
Inspired by kids and imaginative play, ZURU is one of the fastest growing toy companies in the world and is known for their agility, creativity and new-age manufacturing techniques.
The company that started in New Zealand now employs more than 5,000 staff across 18 offices, produces 600,000 toys a day and distributes to most major retailers in over 120 countries.
ZURU has delighted millions of families all over the world with brands such as Bunch O Balloons™, X-Shot™, Rainbocorns™, Robo Alive™, Smashers™, 5 Surprise™ and Metal Machines™ as well as through partnerships with entertainment properties, including Nickelodeon, Disney, Universal Studios and DreamWorks.
With a strong commitment to the community, ZURU supports Captivating International, local China orphanages and also student development programs in Asia and in New Zealand.
ZURU will continue to pave new ways for kids to play and focuses on reimagining what this looks like every day.
