technical support team leader in Auckland

posted
contact
ryan manson, randstad
job type
permanent

job details

posted
location
auckland
specialism
IT & ICT
job type
permanent
working hours
Full-Time
experience
5 years
reference number
90M0451420_1623202061
contact
ryan manson, randstad
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job description

We are looking for a technical support team leader / manager experienced and passionate about driving customer engagement. You will have a track record of managing within a fast paced environment, change implementation and mentoring direct reports in order to achieve their potential.

Our client is in high growth mode, and already successful market leaders within their field. If you enjoy technology and want to join a company where you will have the opportunity to grow alongside them then this is the role for you.

Aside from providing day to day support, and escalation management for tier 2 responsibilities you will also be required to:

  • Ensure the smooth running of culture, staffing and general day to day operations for 7+ direct reports including the regular 1:1 meetings onboarding and rostering.
  • Train, mentor and coach to get their best out of your team through implementing a customer centric culture
  • Implementation and management of SLA’s
  • Identifying gaps and opportunities for improvement
  • Willing to lead by example by undertaking tier 2 / 3 responsibilities or escalations. Generally being the glue between the agents to ensure all customer issues are resolved in a timely manner



Experience

  • Ideally at least 5 years customer or technical management of a high performing team
  • You should be able to demonstrate successful changes that you have made in order to drive performance
  • Experience within technical or IT support with a sound understanding within tier 1/2/3 responsibilities
  • Collaboration with other teams, working in a highly organised way
  • Strong time management working with urgency
  • Passion to maximise potential out of your team through putting the customer first
  • Experience in handling customer escalations over the phone

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Technology, Leadership, Manager, Technical, Support, Growth, Progression, Innovation, Eroad, Transport, NZ Owned, Customer Success, Development

educational requirements

Bachelor Degree