Remote Technical Support Lead

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote position

Health, dental, vision insurance

Retirement plan contributions

Generous paid time off

Professional development & conference

Leadership training

Collaborative remote team culture

Job summary

Placements24 is seeking an experienced Remote Technical Support Lead to spearhead our fully remote operations. You will manage the day-to-day helpdesk and mentor a team of remote IT support specialists, driving efficiency and technical excellence across the organization.

The ideal candidate has 7+ years in IT support with at least 3 years in leadership, strong IT infrastructure knowledge, ITIL expertise, and relevant certifications.

Qualifications

• 7+ years of IT support experience, incl. 3+ years in a team lead/supervisory role
• Remote/virtual team leadership experience preferred
• Strong knowledge of IT infrastructure, networking, OS, and cloud technologies
• Excellent problem-solving, analytical, and decision-making skills
• Solid ITIL knowledge and best practices
• MCSE/CCNA/ITIL Expert or equivalent certifications preferred
• Bachelor's degree in Information Technology, Computer Science, or related field
• Eligible to work remotely and ideally in Randburg, Gauteng, ZA for meetups

Responsibilities

• Lead, mentor, and manage a remote team of IT support specialists
• Oversee daily IT helpdesk operations and ensure timely ticket resolution
• Develop and implement IT policies and procedures
• Monitor system performance and proactively address issues
• Manage IT asset inventory and procurement processes
• Ensure security and integrity of IT infrastructure
• Collaborate with IT management on strategic planning and roadmaps
• Analyze support metrics and KPIs to identify improvements and training needs
• Provide hands-on technical support for complex issues when required
• Foster a collaborative, high-performing remote work environment

Skills

Leadership

ITIL knowledge

Problem solving

Communication

Cloud/IT infrastructure

Networking

Education

Bachelor's degree in IT/CS

Tools

ITSM tools

Helpdesk software

Job description

About the Role

Our client is seeking an experienced and motivated Remote Technical Support Lead to spearhead their fully remote technical support operations. This leadership role is pivotal in ensuring the highest standards of IT assistance for all employees, driving efficiency, and fostering a culture of technical excellence. As a remote-first organization, we provide the infrastructure and support for our team to thrive from anywhere. You will be responsible for managing the day-to-day operations of the helpdesk, overseeing a team of support specialists, and implementing strategic improvements to IT services. The ideal candidate possesses strong leadership qualities, exceptional problem-solving abilities, and a comprehensive understanding of IT infrastructure and support methodologies. This is an outstanding opportunity to make a significant impact, mentor a team, and advance your career in a leading technology company that embraces remote work.

Key Responsibilities

• Lead, manage, and mentor a remote team of IT support specialists.
• Oversee the daily operations of the IT helpdesk, ensuring timely resolution of tickets.
• Develop and implement policies and procedures for the IT support function.
• Monitor IT system performance and proactively address potential issues.
• Manage IT asset inventory and procurement processes.
• Ensure the security and integrity of the company's IT infrastructure.
• Collaborate with IT management on strategic planning and technology roadmaps.
• Analyze support metrics and KPIs to identify areas for improvement and training.
• Provide hands‑on technical support for complex issues when required.
• Foster a collaborative and high‑performing remote work environment.

Requirements

• Minimum of 7 years of experience in IT support, with at least 3 years in a team lead or supervisory role.
• Proven experience managing and mentoring technical teams, preferably in a remote setting.
• In‑depth knowledge of IT infrastructure, networking, operating systems, and cloud technologies.
• Excellent problem‑solving, analytical, and decision‑making skills.
• Strong understanding of ITIL frameworks and best practices.
• Exceptional communication, interpersonal, and leadership skills.
• Experience with IT service management (ITSM) tools and helpdesk software.
• Relevant IT certifications (e.g., MCSE, CCNA, ITIL Expert) are highly preferred.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Must be eligible to work remotely and ideally reside within or near Randburg, Gauteng, ZA for potential infrequent team meetups.

Benefits

• Exceptional annual salary of R .
• Fully remote position offering ultimate flexibility and autonomy.
• Comprehensive health, dental, and vision insurance.
• Significant retirement plan contributions.
• Generous paid time off and holiday schedule.
• Opportunities for professional development, certifications, and conference attendance.
• Leadership training and career growth opportunities.
• A vibrant and collaborative remote team culture.