Customer Support Specialist - Team Lead

Overview

Recruitment Partner at Network for Learning (N4L)

About Us

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

Since 2012 we have grown to support over 2,500 schools, operating one of the largest broadband networks in Aotearoa New Zealand, meeting the connectivity and cybersecurity needs of 900,000+ akonga and kaiako and accounting for nearly 25% of the country's daytime business internet traffic.

We're 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.

We're looking for a passionate people leader to lead and grow our dynamic Christchurch team of Customer Support Specialists, lift their capability, and ensure 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 hums and connects people across teams and vendors.

Responsibilities

Lead, coach and grow a high-performing 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 incidents—set 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 role-modelling safe practices.

Qualifications

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 day-to-day operations across in-office / remote / hybrid.

Clear, calm communication and great judgement under pressure.

Incident-savvy : you know how to run a tidy P1 / P2 : prioritise, communicate, and recover service.

Technical foundations in networking (routing / switching / Wi-Fi) 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.

Why work for N4L

If you're passionate about technology and want to use your skills to make a positive impact on education, have a look at what makes us great : /

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

Computer and Network Security

Telephone Call Centers

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