Head of IT Support & Client Success

Remote Choice; Wes-Kaap; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A proactive technology support firm is seeking a Head of IT Support & Client Success based in Cape Town. This leadership role involves managing IT support operations and enhancing client satisfaction through effective service strategies. The ideal candidate possesses strong technical skills, leadership experience, and a commitment to operational excellence. Join a growing team where your contributions directly impact both internal efficiency and customer experiences.

Qualifications

• Proven experience leading IT support operations.
• Strong understanding of VoIP technologies and networking.
• Experience with PSA and CRM systems.

Responsibilities

• Lead daily IT helpdesk operations for issue resolution.
• Manage IT support across hardware, software, and networks.
• Develop strategies to enhance client satisfaction.

Skills

IT support operations management

Client satisfaction strategies

Technical troubleshooting

Team leadership

Communication skills

Tools

Microsoft 365

Datto

TeamViewer

HaloPSA

Zendesk

Job description

Head of IT Support & Client Success

Location: Office-Based, Cape Town

Start Date: 1st September 2025

Employment Type: Full-time

About the Role

We are looking for a strategic, hands-on leader to join our team as the Head of IT Support & Client Success. This role is responsible for managing IT helpdesk operations while also driving exceptional client service experiences.

You will lead a team of IT support professionals, optimise service processes, and ensure all technology operations align with business goals. Your work will directly impact internal efficiency, technical delivery, and client satisfaction.

This is a key leadership role in a growing organisation, ideal for someone with strong technical knowledge and a passion for operational excellence and customer advocacy.

Key Responsibilities

IT Support Operations

• Lead the day-to-day operations of the internal IT helpdesk, ensuring timely and effective issue resolution.
• Manage technical support across hardware, software, and networks, including remote troubleshooting.
• Maintain up-to-date SOPs, knowledgebase articles, and documentation.
• Oversee PSA and CRM system usage to streamline ticketing, escalation, and reporting workflows.
• Ensure alignment between technology infrastructure and business delivery goals.
• Monitor team performance against KPIs and SLAs; report regularly to leadership.
• Maintain and improve IT security protocols across users, devices, and networks.

Team Leadership

• Lead and mentor the IT support and customer success teams.
• Conduct regular one-on-one check-ins and performance reviews.
• Maintain a skills matrix to ensure full team coverage and expertise.
• Provide continuous professional development and technical training.
• Act as an escalation point for internal and client-related issues.

Technical Knowledge Required

• Networking: IP addressing, DNS, DHCP, LAN/WAN, VPNs.
• Microsoft 365 administration and user support.
• Windows 10/11 desktop support.
• Remote support tools such as Datto, TeamViewer, AnyDesk, or ConnectWise.
• VoIP technologies including SIP, PBX, and call flow troubleshooting.
• CRM and service ticketing systems proficiency.

Client Success and Experience

• Develop and implement strategies to improve client satisfaction and loyalty.
• Analyse client feedback, identify service trends, and propose operational improvements.
• Refine support workflows and introduce automation/AI tools where appropriate.
• Ensure consistent, transparent communication with customers during support lifecycles.

Required Skills and Experience

• Previous experience in a leadership role within an IT support or customer service function.
• Strong troubleshooting knowledge across networks, hardware, and software systems.
• Proven experience using PSA and CRM systems (e.g., HaloPSA, Zendesk, Autotask).
• Excellent communication and team leadership skills.
• Strong understanding of service metrics, SLAs, and reporting practices.
• Experience with AI tools and automation in a service desk environment is advantageous.