IT Support Team Lead — Lead & Grow L1/L2 Engineers

Armstrong Appointments; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An IT Managed Services provider is seeking an experienced IT Support Team Lead to oversee service delivery in Gauteng or Cape Town. The role involves leading a team, managing escalations, and ensuring high customer satisfaction. Ideal candidates have ITIL certification, strong organizational and communication skills, and proven experience in a leadership position. This offers an opportunity to drive service quality and team development.

Qualifications

• Proven experience managing an IT support team with at least 2-3 years in a leadership role.
• Strong technical skills and knowledge of IT systems, networks, and software.
• Ability to manage multiple tasks and projects simultaneously.

Responsibilities

• Serve as the primary point of contact for customers and ensure satisfaction.
• Lead, coach, and develop L1 and L2 engineers for service delivery and professional growth.
• Conduct interviews for new team members and participate in onboarding processes.
• Manage shifts and capacity planning to ensure adequate coverage.
• Oversee escalation processes and ensure SLAs are met.

Skills

Customer Service

Team Leadership

Technical Proficiency

Organizational Skills

Communication Skills

Education

ITIL Certification

CompTIA A+ or Network+

Microsoft Certified: Azure Fundamentals

Tools

ITSM Tools

Job description

An IT Managed Services provider is seeking an experienced IT Support Team Lead to oversee service delivery in Gauteng or Cape Town. The role involves leading a team, managing escalations, and ensuring high customer satisfaction. Ideal candidates have ITIL certification, strong organizational and communication skills, and proven experience in a leadership position. This offers an opportunity to drive service quality and team development.