LIC is a farmer-owned co-operative that’s been supporting herd improvement in New Zealand’s dairy sector for more than 115 years. We’re focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we’re here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

About the Role:

You are part of the Operations & Service Group and report to the Supply Chain Manager. This team is responsible for delivering on the promise we make to our customers. Operations & Service is made up of LIC’s Artificial Breeding, Diagnostics, Farms Management, Field Assist, Heifer Management and Herd Testing teams

The Herd Test Operations Support Team Leader leads a small team that provides first- and second-level support for herd testing operations, including planning support, administrative processes, and mobile device management (Apple iOS/iPadOS and Android) using Microsoft Intune (Endpoint Manager). The role works with field teams, end users, IT, and security to ensure services are reliable, secure, and delivered to agreed standards.

You will support Field Support Officers by keeping administrative processes and supporting systems running smoothly, improving the effectiveness of Herd Test Field Operations and On‑Farm Support teams.

The role works closely with Herd Test Field Technician and On‑Farm Support leadership to ensure planning decisions enable safe, efficient, and reliable service delivery. Occasional travel may be required to support field operations, attend meetings, or collaborate with other teams.

This role leads a team of three permanent direct reports.

Your key focus: 

• People Management

• Operational Quality and Support

• Device Management

• Second-Level Support

• Documentation and Continuous Improvement

1) People Management

• Lead, coach, and engage the team to maintain a high-performing, inclusive culture aligned to LIC values.

• Plan and manage resourcing and day-to-day performance to ensure the function consistently delivers to agreed service levels and business requirements.

2) Operational, Quality and Support

• Support Field Support Officers to resolve problem herd cases, results queries, and process issues as required, ensuring compliance with relevant standards.

• Oversee central stores and manage the inventory of consumables in line with established procedures.

• Administer the purchase order process for capital items and operational expenditure within approved budget levels.

• Manage the financial credits and charges process accurately and efficiently.

• Ensure annual purchase orders are raised, recorded, and reconciled in accordance with financial policies.

3) Device Management

• Oversee the lifecycle of herd testing devices (e.g., EZ Link, EID wands, iPhones, and iPads).

• Coordinate rotation and replacement of ageing equipment to maintain performance and security.

• Manage device replacements, migrations, and repairs in collaboration with vendors as required.

• Provide annual lifecycle recommendations to Finance (timing, cost forecasts, and budget impacts) and maintain accurate device and accessory inventory records.

4) Second-Level Technical Support

• Resolve escalated mobile device issues that require deeper technical analysis, configuration changes, working with the LIC Service Desk.

• Diagnose and remediate issues related to device compliance, conditional access, managed applications, and security configurations.

• Support OS updates, and device restores, on both Apple and Android platforms.

5) Documentation and Continuous Improvement

• Conduct data analysis to assess staff workload and identify bottlenecks

• Apply a continuous improvement mindset to enhance current systems and processes, ensuring any changes are thoroughly tested and successfully implemented into production.

• Deliver assigned projects on time, within scope, and to the agreed quality standards.

• Maintain up-to-date and accurate Standard Operating Procedures (SOPs) for all administrative processes.

• Develop and maintain effective reporting processes to ensure visibility and transparency across all Herd Testing activities.

• Document troubleshooting steps, resolutions, and known issues for the knowledge base.

• Provide feedback to improve mobile device standards, processes, and support procedures.

• Participate in IT projects involving mobile device management, security enhancements, or new technology deployments.

About you:  

• Proven people leadership and team management.

• Strong problem-solving and analytical skills; high attention to detail.

• Clear communicator with strong stakeholder relationship management.

• Experience leading process improvement and change initiatives.

• Highly organised; able to prioritise and manage multiple tasks.

• Proficient with MS Office, reporting tools, and administrative systems.

• Able to develop clear process documentation (SOPs/knowledge base).

• Strong troubleshooting skills and customer service focus.

• Experience supporting Apple iOS/iPadOS and Android devices in a corporate environment.

• Understanding of mobile security (MFA, conditional access, compliance) and device management concepts.

• Sound judgement and decision-making in high-pressure and seasonal environments.

• Ability to balance customer expectations, cost, and operational constraints.

Desirable

• Understanding of agricultural, logistics, or field-based service operations.

• 4–5 years’ experience in project management and/or IT support.

• Hands-on experience with mobile device management using Microsoft Intune.

• An IT diploma (or similar) is desirable but not essential.

In return:

In addition to a competitive salary, you'll receive some great benefits including:

• Extra leave days

• Flexible working options

• Discounted health, life, income and disability insurances

• Access to our employee shares scheme

• Wellbeing discounts

This is a pivotal role, where you'll have significant opportunity to achieve great results.

We are excited to receive your application and look forward to hearing more about your career aspirations at LIC.  

If you're ready to take the next step in your career and contribute to the success of NZ’s dairy industry, we want to hear from you!