Technical Support Team Lead - WhatJobs Direct

Placements24; Durban; On-site; ZAR 720,000 - 960,000; Full time

Benefits offered by this job

Full medical and dental coverage

Pension fund

Paid time off

Professional development opportunities

Team social events

Job summary

Placements24 in Durban seeks an experienced Technical Support Team Lead to manage a busy on-site helpdesk. You will guide a team of support specialists, ensuring timely resolutions and high customer satisfaction.

The ideal candidate has 4+ years in tech support with at least 1 year in a leadership role, strong IT knowledge, and certifications like ITIL, CompTIA A+ or Network+. This is an on-site position in Durban with a focus on process improvement and team coaching.

Qualifications

• 4+ years in technical support or care roles, with 1+ year in team lead capacity.
• Proven experience managing and motivating a technical support team.
• Strong technical aptitude across OS, networking and common software applications.
• Experience with ITIL frameworks and best practices is highly desirable.

Responsibilities

• Lead and motivate a team of technical support agents to meet objectives.
• Oversee daily helpdesk operations, ticket management and resolution.
• Develop and implement support processes to improve efficiency and satisfaction.
• Provide escalated technical support for complex issues.

Skills

Leadership

Communication

Problem solving

Networking basics

Operating systems

Education

Bachelor's degree in IT/related field

ITIL Foundation certification

Tools

ITIL

CompTIA A+

Network+

Job description

About the Role

Our client, a leading provider of specialized IT solutions, is seeking an experienced and driven Technical Support Team Lead to manage and elevate their support operations in Durban, KwaZulu-Natal . This critical role involves leading a team of skilled technical support professionals, ensuring the timely and effective resolution of customer technical issues, and maintaining exceptional service standards. The ideal candidate will possess strong leadership qualities, a deep understanding of IT infrastructure and support methodologies, and a commitment to delivering outstanding customer experiences. This is an on-site position, requiring your presence in our client's bustling Durban office, fostering a collaborative team environment. Your expertise will be instrumental in guiding the team towards achieving key performance indicators and driving customer satisfaction.

Key Responsibilities

• Lead, manage, and motivate a team of technical support agents to achieve individual and team objectives.
• Oversee the daily operations of the helpdesk, ensuring efficient ticket management and resolution.
• Develop and implement support processes and procedures to improve efficiency and customer satisfaction.
• Provide escalated technical support for complex issues that cannot be resolved by junior team members.
• Monitor team performance metrics (e.g., response time, resolution time, customer satisfaction) and implement corrective actions as needed.
• Conduct regular performance reviews and provide coaching and training to team members.
• Ensure accurate and timely documentation of all support activities and customer interactions.
• Collaborate with other departments to identify root causes of recurring issues and implement preventative measures.
• Maintain an up-to-date knowledge base of product information, technical solutions, and troubleshooting guides.
• Represent the support team in cross-functional meetings and contribute to strategic planning.

Requirements

• A minimum of 4 years of experience in technical support or helpdesk roles, with at least 1 year in a team lead or supervisory capacity.
• Proven experience managing and motivating a technical support team.
• Strong technical aptitude with in-depth knowledge of operating systems, networking, and common software applications.
• Experience with ITIL frameworks and best practices is highly desirable.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and leadership skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience in an on-site role, specifically within the Durban, KwaZulu-Natal area.
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are a significant advantage.
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

Benefits

Our client is committed to providing a rewarding work environment and comprehensive benefits. This role offers a competitive salary, along with opportunities for performance-based bonuses. Full medical and dental coverage is provided, ensuring the well-being of our employees. We invest in our team's growth through ongoing professional development, including access to advanced technical training and certifications. Employees benefit from a supportive team culture and a structured career progression path within the company. The role is based in our modern facilities in Durban , offering a stable and collaborative work setting. Additional benefits include a pension fund, paid time off, and company-sponsored social events. This is an excellent opportunity to advance your career in technical support leadership.