Field Support Team Lead

2 months ago

Centurion, South Africa Shoprite Group Full time

**Purpose of the Job**:
The purpose of the IT Field Support Team Lead is to lead the IT field support team in delivering onsite technical support services for a high performing IT infrastructure and users across the Shoprite Group by supporting rollout projects and new store openings as well as resolving IT incidents in a high volume, fast-paced environment. This role provides technical leadership, team coaching and mentorship to the IT field support team, ensuring high quality IT support practice and performance, whilst satisfying business requirements for new projects. Furthermore, this role reports to the Field Support Team Manager, providing support with people management, team and project planning, strategic execution, whilst overseeing the team's collaboration in system processes, technical support, escalations, and project engagements, with broader IT teams and relevant business stakeholders.

**Job Objectives**:
Incident management and support:
Drive overall team efficiency in providing support (problem analysis and resolution) services for complex end-user problems, and ensure the team understands all incident management and support processes.
Ensure overall team adherence to service standards (i.e., incident prioritization), and service level agreements.
Oversee and/or efficiently manage overall team activities relating to escalation to 3rd level support teams and vendors.
Monitor and manage reported incidents and ensure fair work/incident allocation to the team via the applicable IT Service Management system and the delivery of incident resolutions within SLA timelines.
Provide oversight and guidance on the team’s collaborative efforts and participation with relevant internal stakeholders including technology partner/3rd party escalated incidents.
Manage the overall set-up, configuration, and installation of endpoint devices according to Shoprite IT standards i.e., enforce adherence to installation and configuration guides, security of end point data, etc.
Team Leadership:
Provide technical leadership, team coaching and mentorship for the IT field support team to ensure high competence and delivery of individual and team output, removing impediments and ensuring the team is motivated to achieve individual and collective objectives.
Maintain high standards of IT field support by establishing good practice and cohesiveness within
the team.
Ensure the IT field support team is adequately resourced to efficiently deliver tasks, identifying,and encouraging areas of growth and/or improvement.
Initiate or participate in team capacity and resource planning, staff requisition and recruitment processes, including new team member onboarding and individual development plans.
Manage work schedules and prioritization, including attendance, leave, overtime and standby schedules within the team.
Partner with relevant internal teams (i.e., People Team) to increase team performance, drive training and knowledge sharing for and within the team.
Projects, new store openings, and vendor engagements:
Monitor and manage all work requests (i.e., escalations for FS Engineers, projects) for the team.
Support business requirements for new store openings/projects and manage all technical elements pertaining to field support processes including placing orders for user / store equipment and peripherals.
Coordinate various processes before field support onsite installation such as the availability of all IT equipment, appropriate software installations and testing of IT equipment is included in Staging schedule.
Provide regular progress reports to relevant stakeholders on all IT field support deliverables and escalate any delays on scheduled installations.
Plan and manage all IT field support team deliverables for rollout and new store projects, including appropriate handover points processes.
Manage projects within the scope of the field support team ensuring collaboration with relevant business stakeholders and teams.
Manage/Oversee IT infrastructure support vendors (i.e., cabling, UPS, Voice, Data, end point
installations), and drive efficiency in their delivery of support services on projects and/or infrastructure maintenance.
Reporting:
Report to management on IT field support team overall performance, projects, and vendor engagements according to agreed standards and timelines, providing recommendations on support improvements based on incident/queries data.

**Qualifications**:
Grade 12 / Matric - (essential)
Degree/Diploma in IT, Software Development, Information Systems, Systems Support or related field -(essential). OR Proven track record of leading and managing teams on complex projects - (essential).
A+, N+, MCSE certification or industry relevant qualification - (essential).
Project Management Foundation Certification - (desired).

**Experience**:
3+ years’ experience in a Team Lead capacity with demonstrable experience leading and managing an IT field support team delivery pertaining to resolving IT incidents

  • Field Support Team Lead

    2 months ago

    Centurion, South Africa Shoprite Group Full time

    Closing Date - 2024/10/22 - Reference Number - SHO241011-1 - Job Title - Field Support Team Lead - Job Type - Permanent - Location - Country - South Africa - Location - Province - Gauteng - Location - Town or City - Centurion - Purpose of the Job The purpose of the IT Field Support Team Lead is to lead the IT field support team in delivering onsite...

  • Technical Support Team Lead

    3 weeks ago

    Centurion, Gauteng, South Africa Prostaff Holdings Full time

    We are seeking a highly skilled Technical Support Team Lead to join our team at Prostaff Holdings. As a Technical Support Team Lead, you will play a key role in managing and resolving technical issues for our customers.Job Description:In this role, you will be responsible for leading a team of technical support specialists and ensuring that all technical...

  • Team Lead: Finops

    4 months ago

    Centurion, South Africa Hello Group Recruitment Full time

    **Job Advert Summary**: The Team Lead: FinOps (Finance) will be responsible for leading a team of finance professionals, managing forex operations, overseeing bank reconciliations, and ensuring the integrity and accuracy of our financial systems. This role requires a deep understanding of accounting systems and strong leadership abilities. **Minimum...

  • Team Lead

    1 month ago

    Centurion, South Africa Hello Group Recruitment Full time

    **Job Advert Summary**: We are seeking a motivated and experienced **Team Lead** to join our finance team. This role is ideal for a finance professional with a strong background in accounting, analysis, and reconciliation, particularly in managing foreign currency transactions. You will lead a team to ensure the accuracy of financial data, efficient...

  • Senior Oracle Developer and Team Lead

    5 days ago

    Centurion, Gauteng, South Africa EQ Plus Full time

    About EQ PlusAt EQ Plus, we pride ourselves on being a collaborative and dynamic team that values innovation and expertise. We are committed to delivering exceptional results and exceeding client expectations.Job Title: Technical Lead and Innovation ExpertEstimated Salary: R1 300 000 - R1 900 000 per annumWe are seeking an experienced Technical Lead and...

  • Team Lead

    3 weeks ago

    Centurion, South Africa Hello Group Full time

    Job title : Team LeadJob Location : Gauteng, CenturionDeadline : January 02, 2025Quick Recommended Links Jobs by Location Job by industries Non-Negotiable Educational Requirements BCom Accounting degree. Registered with SAICA or SAIPA. Preferred Educational Requirements Honours in Accounting. Non-Negotiable Experience 1-3 years...

  • Team Lead

    3 weeks ago

    Centurion, South Africa Hello Group Full time

    Job title : Team Lead Job Location : Gauteng, Centurion Deadline : January 02, 2025 Quick Recommended Links Jobs by Location Job by industries Non-Negotiable Educational Requirements BCom Accounting degree. Registered with SAICA or SAIPA. Preferred Educational Requirements Honours in Accounting. Non-Negotiable Experience 1-3...

  • Lead Learning Support Educator

    6 months ago

    Centurion, South Africa Jacaranda International Pre-Primary and School Full time

    Jacaranda International is a leading educational institution committed to providing a nurturing and inclusive learning environment that empowers students to reach their full potential. With a diverse and dynamic community of learners, we strive to create a foundation for lifelong success. **Position Overview**: **Key Responsibilities**: - Leadership:...

  • Technical Team Lead Position for Prostaff Holdings

    4 weeks ago

    Centurion, Gauteng, South Africa Prostaff Holdings Full time

    Job Title: Technical Team Lead Position for Prostaff HoldingsAbout Us:Prostaff Holdings is a reputable organization seeking an exceptional Technical Team Lead to join our team. As a key member, you will be responsible for leading a team of technical professionals and driving results-oriented initiatives.Salary Range: $80,000 - $110,000 per annum, depending...

  • Team Lead

    6 months ago

    Centurion, South Africa Metamorphosis Integrated Solutions Full time

    We are looking for a talented and driven **Team Lead Data Science **to lead our data science team and help us deliver innovative solutions using AI, data science and machine learning. As a Team Lead Data Science, you will be responsible for managing the team, overseeing the projects, ensuring high-quality standards, and collaborating with other teams and...

  • Data Team Lead

    7 months ago

    Centurion, South Africa IQVIA Full time

    Job Overview Manage end-to-end delivery of data management services for single/multi-service projects with minimal guidance, ensuring quality deliverables on time and within budget, to customer satisfaction. Provide comprehensive data management expertise to Data Management (DM) team to provide high quality data management products that meet customer...

  • Software Development Team Lead

    1 day ago

    Centurion, Gauteng, South Africa E&D Recruiters Full time

    Job Title: Software Development Team LeadAbout the Company: E&D Recruiters is a leading international recruitment agency specializing in the automotive and engineering sectors.Job Summary: We are seeking an experienced Software Development Team Lead to join our client, a renowned company in the automotive industry. The successful candidate will be...

  • Engineering Team Lead and Manager

    1 day ago

    Centurion, Gauteng, South Africa Edge Executives Full time

    About the Role: We are seeking a highly skilled and experienced engineer to join our team as an Engineering Team Lead and Manager. As an integral member of our team, you will be responsible for overseeing all aspects of maintenance, including reaction, preventative, active, and planned maintenance. You will also manage asset life cycle to ensure optimal...

  • Team Lead Data Science

    7 months ago

    Centurion, South Africa Tracker South Africa Full time

    **Listing reference**: track_001163 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Others: IT and Telecommunication**Location**:Centurion**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Tracker is looking for a talented and driven Team Lead Data Science to lead our data...

  • Electrical Department Team Lead

    3 weeks ago

    Centurion, Gauteng, South Africa Leroy Merlin Full time

    About the RoleWe are seeking an experienced and dynamic Electrical Department Team Lead to join our team at Leroy Merlin in Centurion, Gauteng. As a key member of our sales team, you will be responsible for leading and supporting a team of sales consultants to achieve exceptional customer satisfaction and departmental results.

  • Automotive Controls Software Team Lead

    1 day ago

    Centurion, Gauteng, South Africa E&D Recruiters Full time

    Ambitious Automotive Software Engineer Wanted: We are seeking an ambitious and skilled Embedded Systems Lead Developer to lead our team. As the Lead Software Developer, you will be responsible for the development, verification, and maintenance of software on display hardware for automotive applications.The ideal candidate will have a strong background in...

  • Leads Qualifying Team Leader

    7 months ago

    Centurion, South Africa Momentum Life Full time

    **Introduction** Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. **Role Purpose** Responsible for...

  • Engineering Team Lead

    1 day ago

    Centurion, Gauteng, South Africa Edge Executives Full time

    About the Role: As an Engineering Team Lead at Edge Executives, you will be responsible for overseeing the maintenance function, ensuring that all aspects of maintenance are carried out efficiently and effectively. This includes managing asset life cycles, improving service quality, and leading a high-performing engineering team.You will also be responsible...

  • Team Manager: Lead Qualifier

    2 months ago

    Centurion, South Africa Momentum Insure Company Limited Full time

    **Introduction** - Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings,...

  • Commercial Underwriting: Team Lead

    3 months ago

    Centurion, South Africa PSG Insure Full time

    **Job Purpose**: **Responsibilities**: - Accountability of, and management of, team member performance - including setting/communicating clear goals to achieve business objectives - Ensure attainment of key operational metrics e.g. SLA adherence, utilization, abandoned calls, rework - Optimize processes and systems used by the CL Underwriting team -...