Tech Support Team Lead: Service Excellence & Automation

Surgo PTY Ltd; Cape Town; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading technology services provider seeks a skilled Tech Support Team Leader in Cape Town to manage a dynamic team of technical support specialists. This role involves ensuring exceptional service delivery, driving improvements, and mentoring staff in a fast-paced environment. Candidates should have 3–5 years of technical support experience and strong leadership skills. A relevant degree or diploma is required. This position offers a market-related salary based on experience, with a focus on team dynamics and customer satisfaction.

Qualifications

• 3–5 years experience in technical support, with at least 2 years in a leadership role.
• Proven experience managing a team in a fast-paced environment.

Responsibilities

• Lead, mentor, and develop a team of technical support agents.
• Ensure timely resolution of technical issues and escalations.
• Identify areas for process optimization and implement best practices.
• Prepare and present weekly/monthly performance reports.
• Act as the primary point of contact for escalated technical issues.

Skills

Strong technical troubleshooting and problem-solving skills

Excellent leadership and people management abilities

Proficiency in ticketing systems

Strong communication and interpersonal skills

Ability to work under pressure and meet deadlines

Education

Diploma or Degree in Information Technology, Computer Science, or related field

Job description

A leading technology services provider seeks a skilled Tech Support Team Leader in Cape Town to manage a dynamic team of technical support specialists. This role involves ensuring exceptional service delivery, driving improvements, and mentoring staff in a fast-paced environment. Candidates should have 3–5 years of technical support experience and strong leadership skills. A relevant degree or diploma is required. This position offers a market-related salary based on experience, with a focus on team dynamics and customer satisfaction.