Customer Support Specialist Team Lead Christchurch

• Lead and grow Customer Support Specialists.
• Own service quality & escalations environment WFH
• Bring practical tech knowhow: solid networking fundamentals and a customerfirst mindset
• Based in Christchurch

About Us

We are a crown owned technology company that provides faster safer internet for Aotearoa New Zealands schools and kura with an aim to improve digital learning experiences and educational outcomes for all.

Since 2012 we have grown to support over 2500 schools operating one of the largest broadband networks in Aotearoa New Zealand meeting the connectivity and cybersecurity needs of 900000 ākonga and kaiako and accounting for nearly 25% of the countrys daytime business internet traffic.

But were so much more than that.

Were building tomorrow together!

We believe in an inclusive approach that fosters collaboration with partners customers and each other for mutual success.

About the Role

Help a great team deliver brilliant support to schools and kura across Aotearoa.

Were looking for passionate people leader to lead and grow our dynamic Christchurch team of Customer Support Specialists lift their capability and make sure our customers feel looked after every day.

This is a leadership role first. You will lead coach and manage the team (including hiring training and development and daily operational routines) act as the senior technical mentor and step in on complex issues or major incidents when it helps the team and customers. You will be a key manager in our Christchurch office and an active member of the local leadership group setting a positive tone and ensuring the office humming and connecting people across teams and vendors.

What you will do:

• Lead coach and grow a highperforming support team and create a positive inclusive culture.
• Own service quality watch key metrics protect SLAs share simple useful reports and help with PIRs.
• Be the escalation point for P1/P2 incidentsset roles and timelines keep stakeholders updated and close the loop.
• Improve how we work. Strengthen ticketing hygiene and knowledge practices establish effective triage and partner to improve ITSM/phone/CRM processes.
• Help the team adopt new tools and services with clear training and communication.
• Collaborate with key stakeholders across the business including Engineering team leads as well as vendors/LFCs when needed.
• Lead Health Safety & Wellbeing by integrating HS&W into routines managing fatigue during incidents and rolemodelling safe practices.

About you

• Leadership experience in technical support/ICT ops/service delivery or customer success/customer-facing roles (min of 2 years with ITIL Foundation). 5 years proven experience in technical leadership or Customer Success with a track record of hiring coaching and performance management
• Experience in running daytoday operations across inoffice/remote/hybrid.
• Clear calm communication and great judgement under pressure.
• Incidentsavvy: you know how to run a tidy P1/P2: prioritise communicate and recover service.
• Technical foundations in networking (routing/switching/WiFi) and troubleshooting.
• Palo Alto Fortinet Ruckus Allied Telesis and Cisco are a plus. Knowledge of AD/Azure AD/Radius and email security (e.g. Proofpoint) is helpful.
• Comfortable with modern support tools (ITSM/ticketing CRM IVR and remote support) and experienced producing clear service reporting.

Applications Close: 10 October 2025

Required Experience:

Manager