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Technical Support Team Lead

1 week ago

Stellenbosch, Western Cape, South Africa Capitec Bank Ltd. Full time

We are seeking a highly skilled Technical Support Team Lead to join our team at Capitec Bank Ltd. The successful candidate will be responsible for leading technical support teams, ensuring delivery on operational workload in line with SLA agreements, and engaging with relevant business units to understand client needs.

Responsibilities
  • To ensure users within Capitec Bank are fully operational and supported through leading technical support teams and ensuring delivery on operational workload in line with SLA agreements.
  • Engage with relevant business units to understand the clients need.
  • Lead the delivery of IT facilities and projects, and ensure asset management lifecycles are applied within the organization.
  • Ensure teams adhere to processes and that risks are mitigated.
  • To lead the delivery of technical/desktop support to users at Capitec Retail and Business Retail Centres and ensure that faulty equipment is repaired by suppliers according to SLA and standards.
  • Liaise with vendors regarding technical changes and support.
  • Incident and problem management analysis.
  • Effectively lead the Technical Support team to contribute to the business objectives by enabling engineers to meet agreed set targets while focusing on internal client service and support.
  • Providing detailed reports and trend analysis to inform managerial decision making.
  • Provide technical leadership from a solutions perspective to technical support teams. This will include solutions design where needed, technical incident and problem resolution and technology guidance to enable delivery to their clients.
Requirements
  • 5 years' minimum experience in a corporate technical support environment which should include the following:
  • Experience of managing and leading people/teams | overseeing and validating work of others.
  • Experience in supporting executive management end-users.
  • 4 years experience working with knowledge related to Microsoft and Apple hardware and software technology.
  • 4 years' experience in knowledge of diagnostic principles and troubleshooting using technology tools.
  • 5 years' experience in client relationship management practices and principles.
  • ITIL v4 Foundation.
  • AWS Certification.