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Technical Team Leader
2 weeks ago
Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service. **What is the role** Monday - Friday 40 hours a week. Company Vehicle included. Based in Christchurch, this is a hybrid role based out of our local office, but with a strong presence onsite with our clients and team members. The primary responsibility of the role is to provide leadership to our onsite technical team based across the South Island, as well as working with our clients in the education sector to ensure service levels and performance targets are met, serving as both an escalation point and a hands-on support resource where required. - Must be a NZ Citizen or hold permanent residency - Must have a NZ Driver's License (Full or Restricted) **Responsibilities**: - Provide leadership, guidance, and support to the technical team, ensuring quality services are consistently provided. - Coordinate day-to-day team activities and manage scheduling, team resources and leave balances, and acting as an escalation point and mentor for team members - Identify training needs and support performance management processes - Collaborate with HR on recruitment, onboarding, and exit procedures - Collaborate with the sales team to develop solution recommendations and designs. - Deliver client satisfaction through high levels of service and professionalism. - Communicate job status and progress with key stakeholders - Ensure ConnectWise is accurately updated with tickets and timesheets - Ensure compliance with WHS policies and other organizational standards - Please note that this is a general description_ **Core Skills and Experience**: - Strong general technical understanding of computer, network, and Internet technologies. - Foundational understanding of core technologies such as Google Workspace, Office 365 (Entra/Intune), MDM (Mosyle/JAMF). - Previous experience with a managed service provider in the IT industry. - Previous client support experience. - Proficient in Microsoft Office Suite, including Teams. - Strong experience with ConnectWise Manage. - Prior experience working to performance targets. **Core Attributes**: - Leadership skills. - Strong client-focussed attitude. - Excellent communication and interpersonal skills. - Ability to multitask and prioritize. - Well-developed problem-solving skills with the ability to think laterally. - Willingness to share knowledge. - Proactive, self-motivated and professional approach. - Commitment to excellence, innovation, and continuous improvement. **Desirable**: - Previous teaching and/or training experience. - Previous management experience. - Tertiary qualification in related field - Networking / Infrastructure certifications (CCNA/CCND, MSCA/MSCE, Citrix, VMware, Fortinet, Palo Alto) **What we offer** - A friendly team environment with a strong technical support network. - Opportunity to work with the IT industry's latest technologies. - An opportunity to earn while you learn with our Certification Bonus Program - EAP Program - Raise limited. Three free sessions per year. - Cost price on products from our suppliers - School holiday - Projects and Training opportunities New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").
