Customer Support Team Lead

About the role

We are looking for an experienced Customer Support Team Lead to manage a shift‑based team within our Service Management Centre. The role ensures operational excellence for mission‑critical communications networks in a 24x7 environment, providing coaching, incident oversight, and high‑quality service delivery.

Key responsibilities

• Lead and support a shift team to achieve exceptional customer service outcomes.
• Plan shift coverage, manage handovers, and ensure appropriate resource allocation.
• Manage incidents, including major incidents, through to resolution.
• Maintain service levels, meet agreed SLAs and KPIs.
• Communicate clearly with customers and internal stakeholders.
• Promote continuous service improvement and IT Service Management best practices.

Required profile

• Proven experience in a 24/7 technical support or NOC environment.
• Demonstrated leadership or senior team experience in a customer‑focused setting.
• Strong understanding of IT Service Management practices, preferably ITIL.
• Ability to manage incidents, priorities, and competing demands under pressure.
• Excellent communication skills and a coaching mindset.

Required skills

• ITIL
• Incident management

What we offer

• Health insurance after 12 months and extra sick leave in the first year.
• Modern office facilities with free onsite parking, gym, and café.
• Long‑service benefits and an active social club.