Frontline IT Support Lead: First Response & Escalations

Pronel Personnel; Pietermaritzburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency seeks a Support Team Lead to oversee and motivate the frontline IT support team in Pietermaritzburg, KwaZulu-Natal. This role is pivotal in delivering high-quality technical support services and fostering strong customer relationships. The ideal candidate will have at least 2-3 years of supervisory experience, strong IT knowledge, and exceptional communication skills. Responsibilities include managing operations, mentoring the team, and ensuring compliance with ITIL principles while meeting service delivery standards.

Qualifications

• 2-3 years in a leadership or supervisory position in IT support.
• Strong technical knowledge across IT systems, networks, and software.
• Excellent organizational, communication, and interpersonal skills.

Responsibilities

• Oversee the daily operations of L1 and L2 support teams.
• Maintain high levels of customer satisfaction through proactive communication.
• Lead, coach, and support engineers to achieve performance targets.
• Conduct interviews and support onboarding for new team members.
• Create and manage shift schedules for adequate coverage.
• Provide escalation guidance and handle high-priority tickets.
• Ensure SLAs are met and service quality remains high.
• Identify best practices to improve team efficiency.

Skills

Strong leadership and team-management capabilities

Effective problem-solving and critical-thinking ability

Customer-focused approach to service delivery

Understanding of basic project-management principles

Proficiency with IT support tools and ITSM systems

Fluent in English with strong written and verbal communication skills

Professional customer demeanour and high integrity

Education

Bachelor's degree in IT, Computer Science, or a related field

ITIL Certification or strong understanding of IT Service Management (ITSM) practices

CompTIA A+ or Network+

Microsoft Certified: Azure Fundamentals

Job description

A recruitment agency seeks a Support Team Lead to oversee and motivate the frontline IT support team in Pietermaritzburg, KwaZulu-Natal. This role is pivotal in delivering high-quality technical support services and fostering strong customer relationships. The ideal candidate will have at least 2-3 years of supervisory experience, strong IT knowledge, and exceptional communication skills. Responsibilities include managing operations, mentoring the team, and ensuring compliance with ITIL principles while meeting service delivery standards.