User Support Team Leader

Cyberlogic; Gauteng; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT solutions provider is seeking a User Support Team Leader in South Africa. The role involves providing leadership to IT support technicians, managing escalation of complex technical issues, and fostering team collaboration. Ideally, candidates should have experience in customer service, IT support, and team management. This position offers a hybrid working model based in Johannesburg or Cape Town.

Benefits

Hybrid/Remote work options

Professional development opportunities

Qualifications

• 3-5 years experience in an IT-related role, preferably in an MSP environment.
• Experience in server and desktop support along with switches and firewalls.
• 1+ years experience with Microsoft Azure (Support / Monitoring / Management).

Responsibilities

• Provide technical guidance to team members.
• Manage escalations of complex tickets to higher-level support.
• Monitor customer satisfaction through feedback and surveys.

Skills

Customer service skills

Advanced troubleshooting skills

Technical guidance

Team leadership

Education

National Senior Certificate or equivalent

CompTIA A+

CompTIA N+

ITIL Foundation Certification

Tools

Microsoft Azure

Windows 10 and 11

Linux

Job description

User Support Team Leader - Cyberlogic

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Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK.

Serving a diverse range of clients across numerous industries, including the international maritime sector, Cyberlogic specializes in IT leadership, cyber security, cloud solutions, and business intelligence.

For almost three decades, Cyberlogic has committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has built up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow businesses, and secure data.

Cyberlogic is part of the Hyperclear Technology group, offering robotic process automation (RPA), business process management (BPM), data analytics, and decisioning technology.

Through our non-profit Ride for a Child, we partner with Bright Start Education Foundation to empower learners from underprivileged communities with educational support.

Our Values

We challenge ourselves to be more AWESOME

We are driven to KEEP learning and EVOLVING

We look beyond symptoms to identify and RESOLVE ROOT CAUSES

We hold each other accountable through CANDID and constructive FEEDBACK

We respect and care for each other and know we will only SUCCEED if we work AS A TEAM

We CARE deeply ABOUT the success of CYBERLOGIC

We FINISH WHAT WE START

We always GIVE OUR BEST even if it means putting in the hard yards

We KEEP THINGS SIMPLE

Location

Hybrid / Remote: Johannesburg or Cape Town / Stellenbosch

Purpose of Position

The purpose of a User Support Team Leader is to provide leadership, direction, and support to a team of end user support technicians to effectively manage and maintain an organization's IT systems and EUS infrastructure.

Role Responsibilities

Technical Support

Provide technical guidance to team members when dealing with complex tickets.

Manage the escalation of more challenging technical problems to higher-level support teams according to SLA timeframe.

Ensure tickets are updated regularly in the correct statuses according to SLA timeframe.

Oversee the monitoring of tickets to ensure all tickets are actioned after being assigned.

Promote the documentation of support processes, procedures, and best practices to facilitate knowledge sharing and maintain consistency in support delivery.

Support standby rostered User Support Technicians after-hours as deemed necessary.

Onsite Technical Support

Guide and support onsite support provided by the First Responder Technicians in response to specific issues, ensuring a prompt and effective resolution for our clients.

Conduct frequent onsite visits to ensure adherence to protocols, procedures, and standards within the first responder team.

Build strong relationships with onsite stakeholders through regular visits, open communication, and collaboration to enhance partnership and understanding.

Training and Mentoring

Mentor and train team members to help them develop their skills and knowledge.

Facilitate individual and group coaching sessions to help direct reports develop their technical skills to address technical gaps that have been identified.

Foster a culture of knowledge sharing and collaboration within the team to ensure that team members benefit from each other's expertise.

Facilitate training and coaching to team members on customer service skills.

Continuous Learning

Stay informed regarding industry trends and emerging technologies.

Project Participation

Facilitate and lead collaboration with the User Support team to define project objectives, scope, and goals.

Facilitate and provide insights into technical requirements, resource allocation, and timelines.

Provide -degree feedback for continuous improvement and summarize lessons learned post-projects.

Customer Service

Hold team members accountable in providing communication to end users, ensuring that their needs and concerns are addressed professionally and according to SLA timeframes.

Monitor and assess customer satisfaction through feedback and surveys and take actions to improve service quality.

Gather and analyse client requirements, translating them into technical specifications, with a focus on improving customer service from a service enhancement standpoint.

People Leadership

Train and onboard new team members, as well as provide ongoing training and development opportunities for existing team members.

Foster collaboration by encouraging teamwork, open communication, and a supportive atmosphere within the team.

Participate in performance review cycles.

Conduct monthly 1-on-1s with direct reports.

Facilitate weekly / daily team meetings.

Assess the skills and knowledge of team members to identify areas where improvement or development is needed.

Collaborate with direct reports to create individual development plans that outline their career goals and the steps needed to achieve them.

Monitor day-to-day activities of the team to ensure that they meet performance goals according to KPAs.

Provide continuous feedback to team members regarding their performance, emphasizing both strengths and areas for improvement.

Ability to inspire, motivate, and manage a diverse group of technical professionals.

Documentation

Review "how-to" guides and documentation created by User Support team members.

Sign-off revised documents prior to their storage in the cloud-based IT documentation software system.

Provide feedback to User Support team members, helping them improve their documentation skills and maintain the highest standards of clarity and completeness.

Compile comprehensive Standard Operating Procedures and drive adoption in the team.

Teamwork

Lead collaborative efforts to proactively identify recurring issues, champion innovative solutions, and spearhead continuous process improvements.

Facilitate and promote a collaborative and cohesive team environment by providing guidance and assistance to colleagues.

Process Improvement

Identify opportunities for enhancing processes within the technical support workflow and implement measures to enhance efficiency.

Track key performance metrics to evaluate the team's performance according to the KPAs.

Reporting and Analytics

Analyse support data to identify trends, patterns, and opportunities for improvement.

Recruitment and Selection

Support the People Operations team with recruitment and selection by screening shortlisted candidates.

Conduct screening calls and technical interviews.

Review technical assessment results.

Review and provide interview notes to the People Operations team according to recruitment SLA.

Present offer to potential candidates.

Participate in recruitment check-in calls with People Operations to review the pipeline and provide feedback.

Key Qualifications

National Senior Certificate or equivalent

CompTIA A+

CompTIA N+

Mimecast: Level 1 – Email Security, Cloud Gateway Fundamentals

Mimecast: Level 2 – Email Security, Cloud Gateway Advanced

ITIL Foundation – Certification

Legitimate Leadership Certification

Desired Qualifications

Microsoft AZ- – Azure Administrator

ITIL V3

Microsoft MD- – Microsoft Endpoint Administrator

Verbal and written communication certification

Project Management Certification

Presentation Skills – Word, Excel, PowerPoint as a minimum

Conflict Resolution Certification

Critical Thinking Certification

Experience

Proven 3-5 years' working experience in an IT-related role (preferably in MSP environment), providing technical support and troubleshooting in an IT environment.

Proven 3-5 years' experience in server, desktop support, switches, firewalls and PowerShell.

3-5 years' experience in a people-management position and leading a team.

1+ years of experience with Microsoft Azure (Support / Monitoring / Management).

Technical Competencies & Skills

Knowledge in Microsoft, Linux, Network database, Windows 10 and 11, and Azure.

Proficient customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.

Advanced troubleshooting skills.

Applying expertise and technology.

Competent in providing remote and onsite support.

Advanced knowledge of operating systems (Windows, macOS, Linux) and common software applications (Pastel, TeamViewer).

Behavioural Competencies

Gregarious

Approachable

Rigorous

Stress Management

Rational

Structured

Resilient

Listening

Calm

Assertive

Self-development

Decisive

Internal Control

Change

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a "work-like" environment at your home location to deliver your best in terms of performance and productivity.

Seniority Level

Director

Employment Type

Full-time

Job Function

Information Technology

Industry

IT Services and IT Consulting

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