Job Description

Our client in the IT Managed services industry are currently seeking the skills of an IT Support Team Lead (1st response) to be based either in Gauteng or Cape Town
Main job function

• Customer Service & Communication: Serve as a primary point of contact for customers, maintaining regular communication with key client contacts and ensuring high levels of customer satisfaction.
• Team Leadership & Development: Lead, coach, and develop L1 and L2 engineers to ensure efficient service delivery and professional growth; motivate and inspire the team to achieve objectives.
• Recruitment & Onboarding: Conduct interviews for new team members and participate in recruitment and onboarding processes.
• Performance Management: Conduct regular 1:1s and performance appraisals, providing constructive feedback and supporting career progression.
• Shift Rota & Capacity Planning: Create, update, and manage the shift rota, leave booking, and capacity planning to ensure adequate coverage and resource allocation.
• Escalations & Incident Management: Provide escalation support and guidance to engineers, handle client escalations and high priority tickets
• Service Delivery & SLAs: Oversee the escalation process, ensuring SLAs are consistently met and customer satisfaction is maintained.
• Collaboration & Cross-Departmental Coordination: Work closely with other departments and Team Leads to expedite requests, resolve incidents, and deliver solutions.
• Continuous Improvement: Identify and implement best practices to enhance efficiency and service quality; stay up to date with technology trends and recommend improvements.
• Ticket Management & Reporting: Manage IT support tickets, ensuring timely completion and alignment with business objectives; prepare and present reports on team performance, service metrics, and improvement initiatives.
• Compliance & Security: Ensure adherence to ITIL service management principles, security protocols, and compliance standards.

Qualifications

• ITIL Certification: Understanding of IT Service Management (ITSM) practices
• CompTIA A+ or Network+: Basic and intermediate IT skills
• Microsoft Certified: Azure Fundamentals

Criteria

• Proven experience in an IT support role, managing a Team with at least 2-3 years in a leadership position.
• Strong technical skills and knowledge of IT systems, networks, and software.
• Excellent organisational, communication, and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Basic Principles of Project management.
• Technical proficiency in IT support Tools and systems (Incl. ITSM).

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.

Skills Required