Jobs in Pietermaritzburg, South Africa

Job summary

A recruitment agency seeks a Support Team Lead to oversee and motivate the frontline IT support team in Pietermaritzburg, KwaZulu-Natal. This role is pivotal in delivering high-quality technical support services and fostering strong customer relationships. The ideal candidate will have at least 2-3 years of supervisory experience, strong IT knowledge, and exceptional communication skills. Responsibilities include managing operations, mentoring the team, and ensuring compliance with ITIL principles while meeting service delivery standards.

Qualifications

• 2-3 years in a leadership or supervisory position in IT support.
• Strong technical knowledge across IT systems, networks, and software.
• Excellent organizational, communication, and interpersonal skills.

Responsibilities

• Oversee the daily operations of L1 and L2 support teams.
• Maintain high levels of customer satisfaction through proactive communication.
• Lead, coach, and support engineers to achieve performance targets.
• Conduct interviews and support onboarding for new team members.
• Create and manage shift schedules for adequate coverage.
• Provide escalation guidance and handle high-priority tickets.
• Ensure SLAs are met and service quality remains high.
• Identify best practices to improve team efficiency.