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SMC Shift Team Leader

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SMC Shift Team Leader


We Go Beyond for A Safer World Te Tūranga - The Role We have an exciting opportunity for a SMC Shift Team Leader to ensure the operational excellence of our client's critical communications networks in a 24x7 environment. As the Shift Team Leader, you will oversee a team of Customer Support Analysts, playing a vital role in ensuring seamless customer support during designated shifts. You will be responsible for ensuring that the team provides exceptional service to our customers, meets performance metrics, and adheres to company policies and procedures. The key purpose of this role is to mentor, monitor, motivate, and inspire your team to deliver high-quality customer outcomes. You will achieve this through effective leadership, clear communication, and constructive feedback. You will report directly to the SMC Manager. The duties of the role will include: Collaborating with other shift team leaders and the SMC Manager to ensure the shift team has the right personnel in the right positions at the right time, delivering consistently high levels of service to customers. Fostering a high-performing and collaborative team culture where employees are engaged, and a constructive approach is taken to resolving any team issues. Being able to maintain and coordinate team rosters to ensure resource availability and enhance employee productivity. Monitor workload distribution, prioritize tasks, and enable flexibility to efficiently manage customer incidents. Identifying training needs within the team and ensuring each member has an individual training and development plan. Provide guidance, coaching, and mentorship to help team members achieve their goals and develop professionally. Aligning the shift team Objectives and Key Results (OKRs) with the company's service strategy. Ensure that both leadership and individual contributions are current and updated on a quarterly basis. Ensuring that shift handovers follow a standardised process, that adequate shift coverage is always in place, and that roles are clearly understood during these transitions. Ō pūkenga - About You To be successful in this role, you will have NZQA Level 5 Diploma or higher majoring in Electronics, Computing, Software, Technical Support or Networking Technologies. As well as: Required: Team leadership experience in a technical environment. Current ITIL Foundation Certification and experience using ITIL framework Service Management practices. 5+ years' experience working in a technical network management environment and managing technical incidents to successful resolution. Knowledge of Managed Services operations. Knowledge of mobile radio technologies; RF & Base Station, Infrastructure Apps, IP Networking, Radio Terminals. Ability to interpret disparate information coming from It Service Management (ITSM) Tool Suite (graphs, event logs, etc.). Experience Transitioning a solution from build & deployment phase through to operational support. Preferred : Technical experience in a critical communications environment is desired. Experience of participation in product field trials and or communications systems field support work. IP networking, Unix/Linux, PC skills are desirable. CCNA preferred, or other applicable Networking systems and devices certifications. NZIM Leadership Courses Ngā painga - what's in it for you? We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture. We prioritise your wellbeing through health insurance, annual flu vaccinations and extra sick leave in your first year. We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café. We recognise your commitment through long service benefits. We balance work with fun through our active social club! Ko wai mātou - About Us For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe. Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop. Ko koe pea tēnei? - Sound like your kind of role? If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, please submit your application with CV and cover Letter and we look forward to hearing from you. Applications will be assessed as they are received, and your CV will be held unless you contact us to requesting this to be removed: Applications will close Sunday 4th August 2024 For more information about the company, our products and solutions offered to our customers, please visit our website: Job Posted by ApplicantPro
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