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Ict Support Lead
Job summary
A technology solutions provider is seeking an ICT Support Lead to lead and coordinate a team of ICT Support Technicians. This role involves overseeing technical support activities, ensuring high standards of customer service, and implementing process improvements. The ideal candidate will have a strong background in ICT support with at least 3 years of supervisory experience. This full-time position is located in Goodwood, Western Cape.
Qualifications
- Minimum of 3 years of supervisory experience required.
- 7 years of experience in ICT support preferred.
Responsibilities
- Lead a team of ICT Support Technicians.
- Monitor SLA statuses and oversee ticket resolution.
- Conduct performance evaluations and provide coaching.
Skills
Education
ICT Support Lead
Information and Communications Technology (ICT)
Centurion
ICT Manager
The ICT Support Lead is responsible for leading and coordinating a team of ICT Support Technicians in their daily support activities. This role involves actively contributing to support activities, such as installing, maintaining, and developing the company's ICT infrastructure, as well as engaging with suppliers and clients across all regions. The ICT Support Lead ensures that high standards of customer service and technical support are maintained, and that ICT processes are continuously improved.
- Lead, mentor, and motivate a team of ICT Support Technicians, ensuring adherence to policies and procedures.
- Contribute to technician training and upskilling through regular interventions.
- Monitor interaction records and ensure prompt conversion into incidents.
- Oversee and resolve daily reviews of the team's pending tickets and incidents.
- Monitor SLA statuses daily, addressing breaches immediately and investigating causes.
- Approve and coordinate team‑member leave requests.
- Report Health & Safety incidents to the Occupational Health and Safety Officer.
- Ensure timely resolution of service requests and incidents, maintaining high customer satisfaction.
- Develop and implement customer service standards, handling escalations professionally.
- Conduct regular ticket quality checks and implement corrective measures for missed SLAs.
- Identify and implement process improvements to streamline ICT operations.
- Serve as the primary contact for technical escalations and facilitate cross‑functional communication.
- Analyze SLA targets, compile reports, and ensure resolution of escalations.
- Conduct performance evaluations, provide feedback, and foster a collaborative team culture.
- Identify training needs, provide coaching, and update team on changes in ICT standards.
- Education: Honours (Preferred)
- Experience: supervisory – 3 years (Required)
- ICT Support: 7 years (Preferred)
- Location: Goodwood, Western Cape (Required)
- Work Location: In person
- Job Type: Full‑time
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.