Support Team Leader - Social Housing

MRI Software; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A leading software company in Cape Town is looking for an Application Support and Service Desk Team Leader. This role focuses on managing a technical support team, ensuring high customer service levels, and mentoring staff. The ideal candidate will have strong communication skills and previous experience leading a service desk. The company offers a hybrid working model with great perks like medical aid and annual leave.

Benefits

Office breakfasts

Medical aid scheme

Competitive pension plan

Parental leave

25 days annual leave plus public holidays

Tuition reimbursement

Work from anywhere for two weeks

Qualifications

• Proven track record in delivering an excellent service.
• Experience leading a service desk.
• Strong written and verbal communication skills.

Responsibilities

• Manage day to day support services and ensure customer issues are resolved.
• Lead and develop staff to maintain high standards.
• Exceed customer satisfaction targets.

Skills

Customer service skills

People management

Problem-solving

Time management

Job description

Overview

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, family, employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Please note, the successful candidate will be required to work UK hours, 09:00 to 17:30, Monday to Friday.

Position Overview:

We are currently looking to recruit a talented Application Support and Service Desk Team Leader who can manage and motivate the team, has a passion and desire for customer service and excels in their role.

This role involves the day-to-day management of a Technical Application Support and Service Desk team. As team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents, whilst ensuring issues are being prioritized and resolved effectively. This role will be a player manager role where you will be expected to work on client tickets as well as leading the team.

Role and Responsibilities:

• Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible
• Working to business objectives
• Lead and develop staff, ensuring high standards are consistently preserved, recognising strengths and weaknesses and acting on them. Mentoring and coaching staff, maintaining high morale
• Point of contact for team and escalations
• Exceed Customer Satisfaction targets
• Ensure training plans are clear and output driven
• Ensure all SLAs are adhered to

You will be able to:

• Demonstrate excellent customer service skills
• Effectively manage a team whilst maintaining positive working relationships
• Show flexibility in the role and lead teams at different sites
• Develop effective working relationships with the client
• Demonstrate strong written and verbal communication skills
• Ensure knowledge management is improved
• Understand and articulate the company’s goals and strategies to the team

Requirements

• Proven track record in delivering an excellent service
• People management
• Continual service improvement
• Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
• A passion for personal development, flexible in approach to travel and projects undertaken
• Excellent time management skills with the ability to manage conflicting priorities
• Previous experience in leading a service desk

We’re obsessed with making this the best job you’ve ever had!

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• Office breakfasts, quarterly lunches and virtual social events, plus employee-led groups such as DEI committees and employee resource groups
• Medical aid scheme
• Competitive personal pension plan
• Parental leave benefit to spend time with your new arrival(s)
• 25 days of annual leave plus public holidays, plus 16 hours of flex time off
• Tuition reimbursement schemes for professional development
• Flexibility to work from anywhere in the world for two weeks per year

MRI continues to strive to amaze as a global industry leader in real estate software. Your talent is important to maintaining MRI’s high client experience standard and continuing growth in the PropTech space.

Amazing growth takes amazing employees. Are you up to the challenge?

We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply — we’d love to hear from you!

As a global company, MRI Software is committed to being an inclusive employer, regardless of ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.

Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.