Ict Support Lead

Stowe Holdings (Pty) Ltd.; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider is seeking an ICT Support Lead to lead and coordinate a team of ICT Support Technicians. This role involves overseeing technical support activities, ensuring high standards of customer service, and implementing process improvements. The ideal candidate will have a strong background in ICT support with at least 3 years of supervisory experience. This full-time position is located in Goodwood, Western Cape.

Qualifications

• Minimum of 3 years of supervisory experience required.
• 7 years of experience in ICT support preferred.

Responsibilities

• Lead a team of ICT Support Technicians.
• Monitor SLA statuses and oversee ticket resolution.
• Conduct performance evaluations and provide coaching.

Skills

Team leadership

Technical support

Customer service

Process improvement

Education

Honours degree

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.

Qualifications

• Education: Honours (Preferred)
• Experience: supervisory – 3 years (Required)
• ICT Support: 7 years (Preferred)
• Location: Goodwood, Western Cape (Required)
• Work Location: In person
• Job Type: Full‑time