IT Support Team Lead

3 days ago

Cape Town, Western Cape, South Africa KHIPU Networks Full time
About KHIPU Networks:

KHIPU Networks is an award-winning international cyber security company that delivers a wide range of network, wireless, and cyber security solutions across multiple sectors. Founded in 2005, the company has established strategic partnerships with leading global cyber security and networking technology vendors, including Palo Alto Networks, HPE-Aruba and Infoblox.

The company operates 24x7x365, providing customers with a range of support services, including network and infrastructure monitoring, standard break/fix support and managed services. Our team comprises specialist engineers, case managers and team leaders, all working together to deliver exceptional customer service.

Job Description:

The KHIPU TAC Manager is responsible for overseeing the day-to-day operations of the Technical Assistance Centre, ensuring the delivery of high-quality technical support and exceptional customer service. This role involves managing a team of team leaders, engineers and case managers, monitoring key performance indicators (KPIs), and driving continuous improvement in support processes.

Responsibilities:

  1. Lead a team of technical support engineers to ensure high performance and technical excellence.
  2. Manage the daily operations of the TAC, ensuring efficient handling of support tickets, incidents, and service requests.
  3. Oversee incident management, ensuring timely resolution and effective communication during major incidents.
  4. Establish and enforce standard operating procedures (SOPs) for the TAC team.
  5. Collaborate with clients to understand their needs and expectations, maintaining a high level of customer satisfaction.
  6. Conduct post-incident reviews with clients to identify improvement opportunities and prevent future occurrences.
  7. Analyse support metrics and KPIs to identify trends, inefficiencies, and areas for improvement.
  8. Implement automation and process optimisation to enhance support efficiency and scalability.
  9. Prepare regular reports on TAC performance, including SLA adherence, ticket resolution times, and client satisfaction scores.

Requirements:

  • Essential:
    • Proven experience managing a technical support or service desk team, preferably within a Managed Service Provider (MSP) or technology-focused organisation.
    • Strong technical background with expertise in networking and cybersecurity-focused technologies.
    • Excellent leadership and people management skills, with a track record of building high-performing teams.
    • Strong problem-solving and decision-making abilities, especially under pressure.
    • Familiarity with ITIL principles and incident/change management best practices.
  • Preferred:
    • Relevant industry certifications such as ITIL or technical qualifications.
    • Experience with ticketing systems used to manage customer support cases.
    • Knowledge of automation tools or scripting to enhance TAC operations.

Attributes and Competencies:

  • Customer-Centric Approach: Dedicated to delivering exceptional service and exceeding customer expectations.
  • Analytical Thinking: Ability to analyse data, identify trends, and make data-driven decisions.
  • Communication Skills: Clear and effective communicator with both technical and non-technical stakeholders.
  • Team Collaboration: Skilled at fostering cross-functional cooperation and teamwork.
  • Resilience: Able to manage high-pressure situations while maintaining composure and professionalism.

Key Performance Indicators (KPIs):

  • SLA compliance and average resolution times.
  • Customer satisfaction scores (e.g., CSAT, NPS).
  • Escalation and incident resolution efficiency.
  • Team engagement and performance metrics.
  • Process improvement and automation initiatives implemented.

Work Environment:

  • Fast-paced, collaborative, and customer-focused environment.
  • On-call responsibilities for escalations may be required.

Benefits:

  • 26 days' annual leave entitlement, rising with service
  • 1 day Birthday leave
  • Private health care policy
  • 5% pension contributions
  • Life Insurance Policy
  • Cycle to Work Scheme
  • Numerous company events throughout the year
  • Regular team building activities throughout the year
  • Company laptop

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