What are the responsibilities and job description for the Customer Support Team Lead position at Tait - New Zealand?
We Go Beyond for A Safer World
Te Tūranga - The Role
We have an opportunity for an experienced Customer Support Team Leader to join our Services group, leading a shift‑based team within Tait's Service Management Centre (SMC).
This role is critical to ensuring the operational excellence of customers' mission‑critical communications networks in a 24x7 environment. You will lead, coach, and support a team of Customer Support Analysts, ensuring high‑quality service delivery, effective incident management, and strong customer outcomes during your allocated shift.
Working closely with other Shift Team Leaders and the SMC Manager, you'll play a key role in maintaining service continuity, performance standards, and a positive, high‑performing team culture.
Key responsibilities include:
- Leading and supporting a shift team to deliver exceptional customer service outcomes
- Ensuring appropriate shift coverage, effective handovers, and resource planning
- Managing incidents, including Major Incidents, through to resolution
- Maintaining service levels and meeting agreed SLAs and KPIs
- Communicating clearly and confidently with customers and internal stakeholders
- Promoting continuous service improvement and best‑practice IT Service Management
Ō pūkenga - About You
You are a natural leader who enjoys working in fast‑paced, technical environments and takes pride in developing people and delivering great service.
You will bring:
- Proven experience working in a 24/7 technical support or network operations centre (NOC) environment
- Demonstrated leadership or senior team experience in a customer‑focused setting
- Strong understanding of IT Service Management practices (ITIL experience preferred)
- Confidence managing incidents, priorities, and competing demands
- Excellent communication skills and the ability to remain calm under pressure
- A coaching mindset, with the ability to motivate, mentor, and support team members
Experience supporting mission‑critical systems or working in a 24x7 operational environment is highly desirable.
Ngā painga - what's in it for you?
We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.
- We prioritise your wellbeing through health insurance after 12 months, annual flu vaccinations and extra sick leave in your first year.
- We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
- We recognise your commitment through long service benefits.
- We balance work with fun through our active social club!
Ko wai mātou - About Us
For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.
Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop.
Ko koe pea tēnei? - Sound like your kind of role?
If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, please submit your application with CV and cover Letter by Sunday 14th June. We look forward to hearing from you.
Applications will be assessed as they are received, and your CV will be held unless you contact us to requesting this to be removed:
For more information about the company, our products and solutions offered to our customers, please visit our website: www.taitcommunications.com