Customer Support Team Lead

About Us For more than 50 years, Tait Communications has designed, delivered, and supported critical communications solutions that help protect communities around the world. Founded in Christchurch by Sir Angus Tait, we have grown into a global organization, supporting customers across public safety, utilities, transport, and other mission‑critical industries. At Tait, our people are central to everything we do. You’ll be part of a global team of experienced, capable professionals who take pride in solving complex problems and delivering technology that performs when it matters most. We value collaboration, practical expertise, and continuous learning, and we support our people to develop their skills and careers while making a meaningful contribution to the communities we serve. 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 Lead and support a shift team to deliver exceptional customer service outcomes Ensure appropriate shift coverage, effective handovers, and resource planning Manage incidents, including Major Incidents, through to resolution Maintain service levels and meet agreed SLAs and KPIs Communicate clearly and confidently with customers and internal stakeholders Promote continuous service improvement and best‑practice IT Service Management Qualifications 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 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 What We Offer We are committed to making a positive difference for our people, their families, and the communities they are part of. We support our employees to build rewarding, sustainable careers by fostering an environment grounded in our values: Commitment to Listen, Courage to Act, and Integrity to Deliver. These values underpin everything we do for our employees and our customers. For you, this means supporting your learning and development, great work/life balance, and ongoing support to help you deliver your best work. Diversity & Inclusion Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected, and empowered to succeed. We encourage applications from all backgrounds. #J-18808-Ljbffr