Technical Team Leader

6 months ago

Cape Town, South Africa Mirus IT Full time

**About Us**:
Mirus IT is seeking a dynamic individual to join our team as Technical Team Leader - Service Operations based at our site in Cape Town. We pride ourselves on providing top-notch IT support to our clients and are looking for a talented individual to contribute to the success of our service delivery team.

**Position Overview**:
Manage a team of technical engineers to implement, update and support the smooth running of systems to provide the business with the capability to provide support, security and guidance to our customer base as well as maximise benefit from them to drive down the cost of delivery.

Take responsibility encouraging and enabling the development of technical engineers, ensuring they have all the skills and training to perform their role to the highest level and are measured against relevant objectives that measure individual and team performance.

**Responsibilities**:

- Manage the day to day running of the Service Operations Team;
- Ensure all work is allocated to the relevant engineer within the agreed Service Level;
- Ticket management of the service operation queues to include managing SLA’s, Aged tickets, time recording, Idle Alerts;
- Managing internal and external expectations through clear communications;
- Creation of work instructions to assist in service delivery and the management of our client facing systems;
- Manage major incidents following the major incident process;
- Attend / arrange customer meetings as and when required;
- Action monthly 1-2-1’s with all direct reports in line with the company 121 process within PeopleHR;
- Performance Manage direct reports, introducing KPI targets and dashboards to publish the data - collate this data monthly for the SMT;
- Motivate, manage and support team members (globally) through knowledge sharing and practical guidance.
- Create and progress structured training and development plans for direct reports;
- Support colleague development to enable them to resolve issues confidently and effectively;
- Develop KPI’s for your direct reports in line with annual business and department objectives;
- Assistance in developing the company approach to reduce the cost of servicing our clients;
- Research new technologies and methods with an aim to improving the current systems or where required develop new systems to support the business;
- Develop the organisations’ internal systems to promote maximum productivity across the business (Datto RMM / Manage / Datto / Webroot / BrightGauge / PowerBI / Mirus Security as a Service).

**Qualifications & Experience**:
Experience of managing and supporting teams of 5 technical engineers or more

Experience of engineer development understanding skills and customer needs to identify training and mentoring requirements.

Experience of managing a hybrid workforce based within an office and externally (global management experience beneficial)

Familiar with working to SLA’s to meet both internal and external customer and contract requirements.

Working as part of a wider service delivery function.
- MS Windows / MS Server
- Microsoft 365
- Active Directory
- Firewalls
- Scripting
- RMM Tool
- Connectwise Manage
- Connectwise CloudConsole / Unite

Working knowledge of managing Anti-Virus solutions (currently Webroot)

Understanding of backup solutions, primarily Datto

Click here to explore our company benefits. for the list of benefits.

**Our Selection Process**:

  • Technical Team Leader

    5 months ago

    Cape Town, South Africa SA COMMERCIAL Full time

    Technical Team Leader Required! **Responsibilities**: - Lead and inspire a team of service agents, ensuring the delivery of top-notch 1st line technical support to customers. - Manage, monitor, evaluate, and develop team performance in alignment with established KPIs. - Provide coaching, feedback, and ongoing training to enhance the team's skills and...

  • Technical Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Customer Service/Support** **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you. We’re on the lookout for determined individuals who values the importance of team playing and are...

  • Technical Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Technical Team Leader in our vibrant Cape Town...

  • Technical Team Leader

    4 weeks ago

    Cape Town, South Africa SA Commercial (Pty) Ltd Full time

    Job Title: Technical Support Team Leader Company: SA CommercialLocation: Cape TownWe are looking for a highly motivated and experienced Team Leader to join our dynamic team. The ideal candidate will be responsible for leading and managing a team to ensure smooth and efficient operations, meeting company goals, and delivering high-quality results. This role...

  • Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** If you’ve been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off. Concentrix is expanding and we’re looking for Team Leaders to join our game-changers in our Vibrant Cape Town office. We’re a global...

  • Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Technical Team Leader

    4 weeks ago

    Cape Town, South Africa SA Commercial (Pty) Ltd Full time

    Experience and Requirements:Minimum 2 5 years experience as a Team Leader or in a similar role within a call center service environment.Experience in managing a variety of performance indicators at multiple levels, both internally and externally.Strong people management skills to motivate and drive the team, with a focus on minimizing absenteeism and...

  • Technical Team Leader

    4 weeks ago

    Cape Town, South Africa SA Commercial (Pty) Ltd Full time

    Experience and Requirements: Minimum 2 5 years experience as a Team Leader or in a similar role within a call center service environment. Experience in managing a variety of performance indicators at multiple levels, both internally and externally. Strong people management skills to motivate and drive the team, with a focus on minimizing absenteeism...

  • Team Leader

    6 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** At Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our bustling Cape Town office where you’ll work on an exciting international...

  • Team Leader

    6 months ago

    Cape Town, South Africa Webhelp Full time

    **Advisor** **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values...

  • Team Leader

    6 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Technical Team Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

    Technical Support Team LeaderAt SA Commercial, we are seeking a highly skilled Technical Support Team Leader to lead and manage a team providing first-line technical support to customers.Key Responsibilities:Lead a team of Service Agents to deliver high-quality technical support to customers.Develop and implement strategies to maximize productivity and...

  • Technical Team Leader

    3 weeks ago

    Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Experience and Requirements: - Minimum 2 5 years experience as a Team Leader or in a similar role within a call center service environment. - Experience in managing a variety of performance indicators at multiple levels, both internally and externally. - Strong people management skills to motivate and drive the team, with a focus on minimizing absenteeism...

  • Technical Team Lead

    4 weeks ago

    Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

    Job Title: Technical Support Team LeaderSA Commercial (Pty) Ltd is seeking a highly skilled and experienced Technical Support Team Leader to join our dynamic team in Cape Town.About the Role:We are looking for a seasoned leader to manage and motivate a team of Service Agents, providing first-line technical support to customers for the EMEA market. The ideal...

  • Tech Support Team Leader

    4 weeks ago

    Cape Town, Western Cape, South Africa CallForce Full time

    Job Title: Tech Support Team LeaderWe are seeking a highly skilled and experienced Tech Support Team Leader to join our team at CallForce. As a Tech Support Team Leader, you will be responsible for leading a team of technical support agents and providing guidance and support to ensure the delivery of exceptional customer service.Key Responsibilities:Lead and...

  • Team Leader

    1 month ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Team LeaderWe are seeking a highly skilled and experienced Team Leader to join our team at WNS Global Services. As a Team Leader, you will be responsible for leading a team of professionals to achieve business objectives and drive customer satisfaction.Key Responsibilities:Lead a team of professionals to achieve business objectives and drive...

  • Team Leader

    5 months ago

    Cape Town, South Africa National Debt Advisors Full time

    **National Debt Advisor is looking for a Team Leader to join their team!!!** **Responsibilities**: - Managing a team of sales Lead generators - Driving team targets in accordance with the department's KPI requirements - Evaluating data and using the information to boost productivity and ensure steady staff development. - Managing the collection book at...

  • Team Leader Support

    5 months ago

    Cape Town, South Africa Traderoot Full time

    The Support Team Leader is responsible for the operational management of the local Support team, which consists of Support Specialists providing technical support for the Traderoot Enterprise Platform (TEP) in collaboration with clients. The Support Team Leader needs to be able to perform any of the duties of a Support Specialist, which means they must have...

  • Team Leader

    2 months ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Team LeaderWe are seeking a highly skilled and experienced Team Leader to join our team at WNS Global Services. As a Team Leader, you will be responsible for leading a team of Senior Associates to create a customer-centric and high-performance culture.Key Responsibilities:People Management: Engage and support staff to achieve all KPIs through...

  • Team Leader

    1 month ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Team LeaderWe are seeking a highly skilled and experienced Team Leader to join our team at WNS Global Services. As a Team Leader, you will be responsible for leading a team of professionals to achieve exceptional results and drive business growth.Key Responsibilities:People Management: Engage and support staff to achieve all Key Performance...