It Support Team Lead

Overview

Our Purpose

At Xero, we're here to help supercharge small businesses.

We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps.

When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.

This is more than a management role; it's an opportunity to own the IT service and be accountable for the entire IT journey of our New Zealand team.

Reporting to the Head of IT Operations, you will lead the internal IT function for the region, acting as the key driver of the technology experience for all our Xeros in New Zealand.

As part of a global leadership team that embraces a 'think global, act local' philosophy, you will work alongside your Team Leader peers and Engineering Leaders to foster the growth of a world-class IT team.

We are on a journey to transform our support model by moving beyond reactive fixes to dial up our human connection moments, and you will lead that charge.

If you are a passionate leader focused on empowering people through technology, this is your chance to make a significant impact.

What you'll do

Lead & Develop :

Attract, recruit, and retain a diverse and capable team.

Act as a dedicated coach and mentor, supporting your team members in their personal career paths.

Be Hands-On :

Drive your team to be successful in their roles while still getting your hands dirty with support when necessary.

Manage Stakeholders :

Own and manage key stakeholder relationships across the New Zealand business, building trust and credibility at all levels.

Drive Excellence :

Instill a customer-first mindset , take ownership for delivering on Service Level Objectives (SLOs) , and drive a continuous improvement mindset.

Act as an Escalation Point :

Serve as the primary escalation point for regional challenges, navigating conflict in a positive and proactive way.

Ensure Smooth Operations :

Anticipate needs and problem-solve across all business groups to ensure the smooth running of Xero's business operations

In order to be successful in this role, you will have

A proven track record of building, coaching, and leading high-performing Support teams using modern leadership techniques

Proven experience managing Support teams.

IT teams a bonus, not a necessity.

Previous customer-facing experience where you have acted as an escalation point

Exceptional stakeholder management and relationship-building skills, with a proven ability to build trust and credibility

A drive for results, with experience managing to SLOs and a passion for data-driven continuous improvement

A natural curiosity and a love of learning ; you are a proactive problem-solver who can anticipate challenges and deliver solutions

A technical understanding of modern workplace technologies, including Google Workspace, Okta, JSM Ticketing, Slack, Jamf Pro is beneficial.

Why Xero?

Offering very generous paid leave to use however you'd like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.

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