Job Description

Job Title:

ICT Support Lead

Department:

Information and Communications Technology (ICT)

Location:

Centurion

Reports to:

ICT Manager

Overview:

The ICT Support Lead is responsible for leading and coordinating a team of ICT Support Technicians in their daily support activities. This role involves actively contributing to support activities, such as installing, maintaining, and developing the company's ICT infrastructure, as well as engaging with suppliers and clients across all regions. The ICT Support Lead ensures that high standards of customer service and technical support are maintained, and that ICT processes are continuously improved.

Key Responsibilities:

Lead, mentor, and motivate a team of ICT Support Technicians, ensuring adherence to policies and procedures. Contribute to technician training and upskilling through regular interventions. Monitor interaction records and ensure prompt conversion into incidents. Oversee and resolve daily reviews of the team's pending tickets and incidents. Monitor SLA statuses daily, addressing breaches immediately and investigating causes. Approve and coordinate team-member leave requests. Report Health & Safety incidents to the Occupational Health and Safety Officer. Ensure timely resolution of service requests and incidents, maintaining high customer satisfaction. Develop and implement customer service standards, handling escalations professionally. Conduct regular ticket quality checks and implement corrective measures for missed SLAs. Identify and implement process improvements to streamline ICT operations. Serve as the primary contact for technical escalations and facilitate cross-functional communication. Analyze SLA targets, compile reports, and ensure resolution of escalations. Conduct performance evaluations, provide feedback, and foster a collaborative team culture. Identify training needs, provide coaching, and update team on changes in ICT standards.
Job Type: Full-time

Pay: R18000,00 - R20000,00 per month

Education:

Honours (Preferred)
Experience:

supervisory: 3 years (Required) ICT Support: 7 years (Preferred)
Location:

Goodwood, Western Cape (Required)
Work Location: In person