User Support Team Leader

User Support Team Leader Join to apply for the User Support Team Leader role at Cyberlogic . 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 specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value. Cyberlogic is part of the Hyperclear Technology group, which offers robotics process automation, business process management, data analytics, and decisioning technology. Through our non‑profit R4C (Ride for a Child), we partner with Bright Start Education Foundation to empower learners from underprivileged communities. 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 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 organisation’s IT systems and infrastructure. This role is pivotal in ensuring the smooth operation of IT services, the successful completion of projects, and the overall alignment of IT initiatives with organisational goals. ROLE RESPONSIBILITIES Technical Support Provide technical guidance to team members when dealing with complex tickets. Manage escalation of 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 tickets queue to ensure all tickets are actioned after assignment. Promote documentation of support processes, procedures, and best practices to facilitate knowledge sharing and maintain consistency. Support standby rostered User Support Technicians after‑hours as needed. Onsite Technical Support Guide and support on‑site first‑responder technicians, ensuring prompt and effective client resolution. Conduct frequent onsite visits to ensure adherence to protocols, procedures, and standards. Build strong relationships with onsite stakeholders through regular visits, open communication, and collaboration. Training and Mentoring Mentor and train team members to develop their skills and knowledge. Facilitate individual and group coaching sessions to address identified technical gaps. Foster a culture of knowledge sharing and collaboration. Provide training on customer service skills. Stay informed about industry trends and emerging technologies. Lead collaboration to define project objectives, scope, and goals. Provide insights into technical requirements, resource allocation, and timelines. Provide 360‑degree feedback and summarize lessons learned post‑projects. Customer Service Hold team members accountable for communication to end users, addressing needs professionally within SLA. Monitor and assess customer satisfaction through feedback and surveys, taking actions to improve service quality. Gather and analyze client requirements, translating them into technical specifications. Train and onboard new team members; provide ongoing development opportunities. Foster collaboration by encouraging teamwork, open communication, and a supportive atmosphere. Participate in performance review cycles, conduct monthly 1‑on‑1s, and facilitate weekly/daily team meetings. Assess skills to identify areas for improvement and create development plans. Monitor day‑to‑day activities to meet performance goals. Provide continuous feedback emphasizing strengths and areas for improvement. Inspire, motivate, and manage a diverse group of professionals. Documentation Review “how‑to” guides and documentation created by the team. Sign off revised documents before storage. Provide feedback to improve documentation skills. Compile comprehensive SOPs and drive adoption. Teamwork Lead collaborative efforts to identify recurring issues, champion solutions, and spearhead improvements. Facilitate and promote a cohesive team environment. Process Improvement Identify opportunities to enhance processes within the technical support workflow. Track key performance metrics (KPAs). Reporting and Analytics Analyze support data to identify trends, patterns, and improvement opportunities. Recruitment and Selection Support People Operations with recruitment by screening candidates. Conduct screening calls and technical interviews. Review assessment results and interview notes. Present offers and coordinate recruitment check‑ins. EDUCATION & WORK EXPERIENCE Key Qualifications National Senior Certificate or equivalent CompTIA A+ CompTIA N+ Mimecast: Level 2 – Email Security, Cloud Gateway Advanced ITIL Foundation Certification Desired Qualifications ITIL V3 Verbal and written communication certification Project Management Certification Presentation skills (Word, Excel, PowerPoint) Critical Thinking Certification Experience Proven 3‑5 years of IT support experience in an MSP environment. Proven 3‑5 years in server, desktop, switches, firewalls, and PowerShell. 3‑5 years in a people management position, leading a team. 1+ years of experience with Microsoft Azure (support, monitoring, management). TECHNICAL COMPETENCIES & SKILLS Knowledge of Microsoft 365, Linux, Network database, Windows 10/11, and Azure. Proficient customer service skills, communicating technical concepts to non‑technical people. Advanced troubleshooting skills. Proficient in remote and onsite support. Advanced knowledge of operating systems (Windows, macOS, Linux) and common applications (Pastel, TeamViewer). BEHAVIOURAL COMPETENCIES Approachable Rigorous Stress Management Rational Structured Resilient Calm Self‑development Decisive Internal Control Change‑oriented 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 performance and productivity. Seniority Level, Employment Type & Job Function Mid‑Senior level • Full‑time • Information Technology • IT Services & Consulting #J-18808-Ljbffr