Onsite Team Leader

Ntice Search Solutions; Worcester; Hybrid; ZAR 500 000 - 700 000; Full time

Job summary

A dynamic ICT service provider in South Africa is seeking an Onsite Team Leader to oversee a technical team focused on client satisfaction and service excellence. This role demands a skilled leader with strong IT knowledge and experience to manage service delivery and client relations effectively. If you are passionate about mentoring teams and enhancing operational performance, apply for this exciting opportunity.

Qualifications

• Minimum 5 years’ experience in IT support roles, with at least 2 years in a leadership or team management position.
• Confident communicator with excellent interpersonal and presentation skills.
• Experience managing teams and client escalations within an MSP or ICT service delivery environment.

Responsibilities

• Manage end-to-end onsite service delivery, ensuring SLA compliance.
• Lead, mentor, and develop onsite engineers and team leads.
• Oversee resolution of complex technical issues and implement preventative measures.

Skills

Client management

Team leadership

Communication skills

Technical problem solving

ITIL knowledge

Tools

Microsoft 365

Networking fundamentals

Job description

Onsite Team Leader – ICT Managed Services

Are you a client-focused IT professional who thrives on building relationships, leading high-performing teams, and delivering exceptional service? We’re seeking an Onsite Team Leader to oversee a team of engineers supporting multiple client environments, ensuring world-class ICT delivery, operational excellence, and client satisfaction.

In this role, you’ll act as both a strategic leader and a trusted client partner — managing SLA performance, resolving escalations, and maintaining strong communication between technical teams and business stakeholders. This position requires a confident, service-oriented personality with the ability to manage diverse priorities while motivating and developing a skilled technical team.

Duties and Responsibilities:

• Manage end-to-end onsite service delivery, ensuring SLA compliance, service consistency, and client satisfaction.
• Lead, mentor, and develop onsite engineers and team leads, fostering accountability and professional growth.
• Serve as the key client interface — building strong, trust-based relationships and providing clear, solution-driven communication.
• Oversee resolution of complex technical issues, conducting root cause analysis and implementing preventative measures.
• Represent onsite teams in client governance and risk review meetings, presenting operational insights and improvement plans.
• Monitor service performance trends, identify recurring issues, and implement process and efficiency improvements.
• Collaborate cross-functionally with Service Delivery and Account Managers to identify optimisation and cost-saving opportunities.
• Prepare and present operational reports, SLA dashboards, and governance summaries for both internal and client stakeholders.
• Promote a culture of professionalism, ownership, and continuous improvement within the onsite service teams.

Minimum Requirements:

• Minimum 5 years’ experience in IT support roles, with at least 2 years in a leadership or team management position.
• Strong understanding of Microsoft 365, networking, and infrastructure fundamentals.
• Proven experience managing teams and client escalations within an MSP or ICT service delivery environment.
• Confident communicator with excellent interpersonal and presentation skills, capable of engaging with senior stakeholders.
• Demonstrated experience in client-facing environments, balancing technical performance with relationship management.
• Knowledge of ITIL frameworks and service governance (certification advantageous).
• Experience in risk management, SLA reporting, and operational performance tracking.
• Financial and commercial awareness with exposure to budgeting or cost management preferred.
• Valid driver’s licence and reliable transport required.

Working Model

• Hybrid role: a mix of on-site client visits and office-based coordination.
• After-hours availability may be required for escalations or governance meetings.

If you’re a people-oriented leader who excels at managing both clients and teams in a structured ICT environment, this role offers an exciting opportunity to make an impact.