Team Leader

Netsurit; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader to guide a team of IT support personnel in a fast-paced environment. This role involves fostering a positive work culture, ensuring adherence to company standards, and overseeing the resolution of technical issues. The ideal candidate will excel in communication and incident management while promoting continuous learning and development within the team. Join a forward-thinking company where your leadership will enhance service delivery and support operational excellence.

Qualifications

• Experience in leading IT support teams and managing performance metrics.
• Proven ability to troubleshoot technical issues and provide solutions.

Responsibilities

• Lead and manage a team of IT support personnel, ensuring adherence to company policies.
• Oversee resolution of technical issues and maintain clear communication with users.

Skills

Team Leadership

Technical Support

Incident Management

Communication Skills

Training and Development

Tools

Marval

Job description

Job Title: Team Leader

Job Location: Western Cape, Cape Town

Deadline: May 14, 2025

Key Responsibilities include:

1. Supervision and Leadership: Lead and manage a team of IT support personnel during assigned shifts, providing guidance, coaching, and mentorship to foster a positive work environment and uphold Netsurit values. Ensure adherence to company policies, procedures, and performance standards, including prescribed SOPs.
2. Technical Support: Oversee resolution of technical issues reported or escalated by end-users, ensuring timely solutions and effective communication via Marval. Troubleshoot and escalate complex issues to higher support levels as needed, maintaining expertise in organizational systems and software, and liaising with international partners when necessary.
3. Shift Coordination: Manage IT resources and staff during shifts to meet service level agreements and operational goals. Collaborate with other supervisors to ensure seamless shift transitions and 24/7 support coverage, including proper handovers.
4. Incident Management: Serve as a point of contact for IT incidents, coordinating responses according to protocols, documenting incidents, and communicating effectively across platforms. Conduct root cause analysis to facilitate continuous improvement.
5. Training and Development: Identify training needs, coordinate sessions, and support professional growth within the team, fostering continuous learning.
6. Communication: Maintain clear communication with end-users, team members, and departments regarding system updates and outages.
7. Performance Metrics: Assist in monitoring and analyzing support metrics, identifying improvement areas, and implementing strategies to enhance staff performance.
8. Quality Assurance: Support quality processes to ensure high-quality support services, including regular audits and addressing escalations.
9. Documentation: Maintain accurate documentation of processes and troubleshooting steps, updating knowledge bases as needed.
10. Emergency Response: Lead during emergencies such as outages or security incidents, ensuring swift and effective responses.