First Response Team Lead

at  Computer Concepts

DESCRIPTION & REQUIREMENTS

As New Zealand’s largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.

WHAT EXPERIENCE YOU’LL BRING:

• We are looking for an experienced Team Lead to take on our Complex Fault (Data/Access) squad and help develop and grow our team and capabilities.
• You’d bring an automation mindset with the focus on developing the team to do more technical work while streamlining our tools and processes.
• You’d be familiar with ITIL and use your excellent communication and client service skills to deliver our customer outcomes.

DIVERSITY AND INCLUSION: TE KANORAU ME TE WHAKAWHĀITI MAI

At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

POSITION DESCRIPTION

Download Position Description - First Response Lead Complex Faults.doc

ABOUT THE ROLE:

The Response Lead’s primary goals are to be accountable for the management and supervision of the Complex Faults team operations, workload management, and for the provision of service to agreed service level agreements (SLAs) for the client. Create superior value for Spark by providing the best solutions through competence and accuracy and in a manner that delivers an outstanding client service experience. The Team Lead should maintain a collaborative working environment that fosters a safe place for people to share and excel.

KEY RESPONSIBILITIES ARE:

• Supporting the First Response Leadership in the delivery of the team targets and performance.
• Ensuring day to day operations run smoothly.
• Ensuring the team can execute the delivery of support and are meeting the operational performance targets.
• Removing impediments and roadblocks that may impair the delivery of team operations.
• Collaborating closely with team members to ensure adequate resourcing.
• Encouraging and motivating the team to deliver consistent and leading-edge customer experiences.
• Building a high performing team via coaching and feedback to achieve targets and goals.
• Effective people leadership, overseeing a diverse team with the aim of fostering an inclusive and empowered culture with a growth mindset.
• To lead quality coaching conversations and provide clear development paths for the team members