Engineering Team Lead

Softsource Ltd - Christchurch, South Island We're on the lookout for an Engineering Team Lead to support our Christchurch based Managed Services function. This role provides technical leadership across managed services delivery, helping ensure customer issues and service requests are resolved consistently, efficiently and to a high standard. You'll lead day-to-day technical direction, workload coordination and service quality across engineering teams, while acting as a senior escalation point for complex issues. This role plays an important part in mentoring engineers, lifting capability and driving strong service outcomes. What we're looking for Strong technical background in infrastructure, cloud or managed services environments. Proven experience in a senior engineering or technical lead role. Ability to lead through influence. Strong problem-solving capability, particularly in complex or high-pressure situations. Deep understanding of IT service operations, support environments and ITSM processes. Ability to prioritise and coordinate work effectively across competing demands. Strong communication skills, with the ability to guide engineers and engage clearly with stakeholders. A strong focus on quality, consistency, continuous improvement and customer experience. High level of accountability and ownership for service outcomes. Pragmatic, solutions-focused and comfortable taking a hands-on approach. What you'll be doing Act as the senior technical escalation point for complex incidents, problems and service requests, including major or high-impact incidents. Provide guidance and oversight on troubleshooting, root cause analysis and issue resolution to ensure technical quality and consistency across engineering outputs. Support managed services delivery in line with SLAs, KPIs and customer expectations, maintaining oversight of ticket queues, priorities and workloads. Coordinate day-to-day engineering activity, ensuring resources are aligned to demand and engineers are focused on the right priorities and outcomes. Work closely with Service Desk and NOC teams to ensure a smooth flow of work across support tiers. Identify recurring issues and contribute to problem management, preventative action, automation and service improvement initiatives. Promote consistent use of processes, standards, ticket hygiene, documentation and knowledge capture across the engineering team. Mentor and coach engineers, support onboarding and upskilling, and act as a technical role model within the managed services environment. Support customer issues, service reviews and technical discussions, providing clear and professional technical advice where required. Collaborate with Delivery, Platforms, Networks, EUC and Professional Services teams to resolve cross-domain issues and support project transition into BAU support. Support alignment between presales commitments and operational delivery, while ensuring visibility of technical issues, risks and trends. At Softsource we are committed to fostering a supportive and inclusive work environment that empowers our employees to thrive. In addition to a competitive salary, we offer a range of benefits, including: Opportunities for professional development and career advancement. Flexible work arrangements to support work-life balance. Employee recognition and reward programmes. #J-18808-Ljbffr