Support Team Lead

Kerridge Commercial Systems; Johannesburg; Hybrid; ZAR 300,000 - 450,000; Full time

Job summary

Klipboard is looking for a Helpdesk Team Leader to provide first-class support and lead a global team. The role includes managing software application support while fostering a collaborative environment. Candidates should be skilled in IT support, possess strong leadership abilities, and have excellent communication skills, ensuring the team meets service standards effectively.

Qualifications

• Proven IT support experience with good IT skills.
• People management experience in a technical IT environment.
• Excellent communication skills, both written and verbal.

Responsibilities

• Ensure a first-class service to customers.
• Lead and motivate Analysts within the team.
• Manage team rotas, holidays, and case load.

Skills

IT Support Experience

People Management

Excellent Communication

Customer-focused Mindset

Leadership Qualities

Tools

Microsoft SQL Server

ERP Systems

Job description

At Klipboard, we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.

Klipboard provides specialist software, services, and support to deliver fully integrated trading and business management solutions to companies in the distributive trade worldwide. With extensive knowledge and experience in ERP / SaaS solutions, Klipboard serves a wide range of clients, including wholesalers, distributors, merchants, and retailers, from small traders to multinational enterprises. Our offices are located in the UK, Ireland, The Netherlands, South Africa, Kenya, and North America. Our mission is to design and deliver high-performance, integrated ERP solutions that enable our customers to source effectively, stock efficiently, sell profitably, and service competitively.

inspHire is a market leader in rental industry software development and provision.

The Helpdesk Team Leader role involves managing 1st / 2nd line business-to-business software application support, overseeing a global team supporting inspHire products, databases, reporting tools, MS Server, Desktop OS, and other third-party applications. Responsibilities include communication via multiple media, creating documentation, delivering customer training, and managing support hours from 8am to 5pm. The role is hybrid—60% office-based with potential limited travel to customer sites.

Key Responsibilities :

• Ensure a first-class service to our customers.
• Lead and motivate Analysts within your team, fostering a positive and blame-free environment.
• Manage team rotas, holidays, case load, escalations, and customer expectations.
• Use and develop reporting to maintain service standards.
• Assist with daily support activities, including calls and ticket resolution.
• Perform regular 1-2-1 sessions with direct reports to ensure well-being and career growth.
• Facilitate training, development, and innovation activities for the team.
• Conduct performance reviews and manage customer satisfaction feedback.
• Provide escalation support for customers and team members.
• Participate in the Helpdesk management team and team performance reporting.
• Model expected performance standards and promote a proactive attitude.
• Lead continuous improvement initiatives and 'shift-left' activities to enhance service.

Skills, Knowledge, and Experience :

Essential

• Proven IT support experience with good IT skills.
• People management experience in a technical IT environment.
• Ability to work under pressure in a fast-paced setting.
• Excellent communication skills, both written and verbal.
• Ability to produce detailed documentation and reports.
• Experience with service metrics, SLAs, and KPIs.
• Customer-focused mindset.
• Strong leadership qualities with motivational skills.
• Decision-making under pressure.
• Understanding of business priorities and urgency.
• Business and commercial awareness.
• Knowledge of GDPR and IT culture.
• Proactive and multi-tasking abilities.

Desirable

• Experience with Microsoft SQL Server, Crystal Reports, Sage Accounting Solutions, and ERP systems.
• ITIL qualification.

Company Info

We are excited to transition from Kerridge Commercial Systems (KCS) to Klipboard, uniting our expertise across distribution, automotive, retail, rental, transport, manufacturing, and field service management. With global offices, we are looking for talented individuals to join our growing teams. This is an exciting time to join us as we enter our next chapter.

Equal Opportunities

We value diversity and are committed to an inclusive workplace. We aim to empower everyone and recognize the benefits of a diverse workforce that fosters creativity and innovation.

If you need support during the interview or offer process, please inform our TA or HR team.

We encourage applications from all backgrounds, even if you do not meet every listed requirement, as skills and experience can vary widely. Passion and a positive mindset are highly valued.

To recruitment agencies: We do not accept unsolicited resumes. Resumes should only be sent through our approved PSL channels for specific roles. Resumes sent directly to our team may not be considered or could lead to liability issues.

LI-Hybrid