Support Tam Lead
7 days ago
Support Team Lead (First Response)We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with internal teams and customers, acting as a central escalation point and championing continuous improvement within the support function.Job SummaryThe Support Team Lead manages the daily operations of the L1 and L2 support teams, ensuring the delivery of efficient, customer-focused IT support. This role provides technical and professional guidance, oversees performance and service quality, and collaborates with other departments to resolve issues and meet organisational objectives. The Team Lead is a mentor, problem-solver, and key contact for customers.Key ResponsibilitiesCustomer Service and CommunicationServe as a primary customer contact, maintaining regular engagement with key client stakeholders.Ensure high levels of customer satisfaction through clear and proactive communication.Team Leadership and DevelopmentLead, coach, and support L1 and L2 engineers to deliver effective service and achieve performance targets.Motivate the team and promote a positive, collaborative work environment.Recruitment and OnboardingConduct interviews, participate in hiring decisions, and support onboarding for new team members.Performance ManagementConduct regular 1:1 meetings and performance reviews.Provide constructive feedback and support skills development and career progression.Shift Rota and Capacity PlanningCreate and manage shift schedules, leave requests, and capacity planning to ensure adequate coverage.Escalations and Incident ManagementProvide escalation guidance to engineers and handle high-priority tickets.Act as Major Incident (MI) manager for P1 incidents.Service Delivery and SLAsOversee escalation processes, ensuring SLAs are met and service quality remains high.Collaboration and Cross-Department CoordinationWork closely with other departments and Team Leads to expedite requests and resolve technical issues.Continuous ImprovementIdentify and implement best practices to improve team efficiency and service delivery.Stay informed on emerging technologies and recommend improvements.Ticket Management and ReportingOversee ticket queues to ensure timely resolution and alignment with business needs.Prepare and present reports on service performance and improvement initiatives.Compliance and SecurityEnsure adherence to ITIL principles, security protocols, and relevant compliance standards.QualificationsBachelor’s degree in IT, Computer Science, or a related fieldITIL Certification or strong understanding of IT Service Management (ITSM) practicesCompTIA A+ or Network+Microsoft Certified: Azure FundamentalsExperienceExperience in an IT support role, with 2–3 years in a leadership or supervisory positionStrong technical knowledge across IT systems, networks, and softwareExcellent organisational, communication, and interpersonal skillsAbility to manage multiple tasks, priorities, and projects simultaneouslySkillsStrong leadership and team-management capabilitiesEffective problem-solving and critical-thinking abilityCustomer-focused approach to service deliveryUnderstanding of basic project-management principlesProficiency with IT support tools and ITSM systemsFluent in English with strong written and verbal communication skillsProfessional customer demeanour and high integrity
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Support Tam Lead
7 days ago
Pietermaritzburg, KwaZulu-Natal, South Africa Pronel Personnel Full time R2 150 000 - R4 350 000 per yearSupport Team Lead (First Response)We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with...
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Support Tam Lead
3 days ago
Pietermaritzburg, South Africa Pronel Personnel Full timeSupport Team Lead (First Response) We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with...
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Support Tam Lead
6 days ago
Pietermaritzburg, South Africa Pronel Personnel Full timeSupport Team Lead (First Response) We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with...
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Support Tam Lead
1 week ago
Pietermaritzburg, South Africa Pronel Personnel Full timeSupport Team Lead (First Response) We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with...
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Principal Security Consultant
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Principal Security Consultant
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Pietermaritzburg, South Africa Pronel Personnel Consultants Full timePronel Personnel Pietermaritzburg, South Africa (remote) Senior 10 to 10 years Cost to company Full Time **Skills**: - Ethical HackingCybersecurity Risk AssessmentIT SupportNetworkingIT SecuritySecurity Information and Event Management (SIEM) **Industries**: - Information Technology (IT) **Description**: **Responsibilities**: - Deliver cyber...
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First Response IT Support Lead
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Pietermaritzburg, South Africa Pronel Personnel Full timeA leading IT staffing firm in Pietermaritzburg seeks a Support Team Lead (First Response) to manage IT support operations. This role involves leading a team of engineers, ensuring high-quality service delivery, and fostering strong customer relations. Candidates should have a Bachelor's degree in IT and relevant certifications, along with 2–3 years in a...
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L3 Support Engineer
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Pietermaritzburg, South Africa Pronel Personnel Full timeWe are seeking an experienced L3 Support Engineer to join our technical operations team. This role is the highest escalation point within Support and is responsible for resolving complex technical issues, ensuring service stability, and contributing to the design and delivery of technical solutions.The ideal candidate will have expert-level troubleshooting...
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L3 Support Engineer
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Support Advisor Fais
2 weeks ago
Pietermaritzburg, South Africa FirstRand Full timeJob Description To provide advice, support and/or sales through excellent service and solutions delivery and product knowledge to ensure an excellent banking experience for customers - Act responsibly with work related resources in order to contribute to cost containment - Continuously assess own performance, seek timely and clear feedback and request...
