Support Lead: AI-Driven IT Support & Team Growth

Lesaka Technologies; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Lesaka Technologies in Johannesburg is seeking a Support Lead to direct IT support services with a customer-centric approach. You will lead and develop the support team, manage escalations and monitor performance to ensure service excellence.

The role emphasizes people leadership, service performance, incident management and continual improvement, while hands-on technical resolution is limited to guidance and escalation. Collaboration with IT Management is essential.

Qualifications

• Minimum 5 years’ experience in IT Support or IT Service Management.
• Experience leading a technical support team.
• Knowledge of ITIL-aligned processes.
• Experience managing service performance against SLAs and KPIs.
• Diploma/degree in IT or related field or equivalent practical experience.

Responsibilities

• Lead and manage the IT Support team, creating a high-performing, customer-focused culture.
• Oversee ITIL-aligned service delivery and ensure incidents/requests are logged, prioritized and resolved.
• Act as escalation point for complex or high-priority issues and coordinate with other teams.
• Monitor KPIs/SLAs, analyze trends and drive improvements in service performance.
• Promote automation, self-service and AI-enabled capabilities to reduce repetitive work.
• Support continual service improvement and knowledge management.

Skills

People leadership

Coaching and mentoring

Customer focus

Stakeholder management

Problem solving

Decision making

Analytical thinking

Change management

Continuous improvement

Communication

Education

Diploma/degree in IT or related field

Job description

Lesaka Technologies in Johannesburg is seeking a Support Lead to direct IT support services with a customer-centric approach. You will lead and develop the support team, manage escalations and monitor performance to ensure service excellence.

The role emphasizes people leadership, service performance, incident management and continual improvement, while hands-on technical resolution is limited to guidance and escalation. Collaboration with IT Management is essential.