IT Support Team Lead Manager

1 week ago

Johannesburg, Gauteng, South Africa Reflex Solutions Full time

Job Overview:

Reflex Solutions is seeking an experienced IT Support Team Lead to manage and oversee the daily operations of our technical support teams. This role requires a strong leader who can motivate and inspire team members to deliver exceptional service to our customers.

Key Responsibilities:

  • Team Leadership: The successful candidate will be responsible for managing a team of technical professionals, including support engineers and staff. This involves assigning tasks, setting goals, conducting performance evaluations, and providing guidance and support to ensure the team's success.
  • Service Delivery and Support: The Support Team Lead's primary focus is ensuring the smooth delivery of services to customers. This includes managing service level agreements (SLAs), monitoring service quality, and troubleshooting any issues that arise. The Support Team Lead must work closely with the team to address user concerns, incidents, and requests, ensuring timely and effective resolution.
  • Infrastructure Management: The Support Team Lead is responsible for the overall management and maintenance of infrastructure, which includes desktops, laptops, mobile devices, operating systems, and peripherals. This involves overseeing software and hardware deployments, upgrades, and patches, best practice implementations as well as managing asset inventories and licenses.
  • Security and Compliance: Maintaining secure and compliant environments are crucial. The Support Team Lead is involved in implementing security measures, such as endpoint protection, encryption, access controls, and data loss prevention, internally within Reflex Solutions as well as with customers who have WPM services.
  • Documentation and Reporting: Maintaining accurate documentation is essential for effective operations. The Support Team Lead is responsible for creating and updating technical documentation, including standard operating procedures and best practice guidelines for support engineers, user guides, and knowledge base articles. Additionally, the Support Team Lead must prepare regular reports on service performance, metrics, and trends to communicate progress and facilitate decision-making.
  • Managing and Coordinating Interdepartmental Workings: The Support Team Lead is responsible for managing and coordinating the interactions and collaboration with other departments within the organization. This involves fostering effective communication, understanding the requirements and expectations of different departments, and aligning services to support their needs. The Support Team Lead will work collaboratively with various stakeholders to ensure smooth interdepartmental operations and enhance cross-functional collaboration.
  • Staff Development and Mentoring: The Support Team Lead facilitates training programs for staff in the department to enhance their skills and improve their job knowledge. This includes identifying training needs, designing training programs, and organizing relevant training sessions. Additionally, you would provide ongoing coaching, mentoring, and support to the team members, motivating them to deliver technically sound services. The Support Team Lead must actively contribute to staff development, growth, and succession planning initiatives to foster a skilled and capable team.
  • Infrastructure Project Integration: The Support Team Lead plays a crucial role in ensuring the successful deployment of projects where the department is involved. This responsibility involves overseeing the planning, implementation, and coordination of infrastructure projects to ensure they are successfully integrated into existing environments.
  • Customer Engagements and Site Visits: The Support Team Lead plays a crucial role in ensuring that customer engagements are effective and is required to perform weekly site visits to ensure the onsite engineers provide customers with a service that is in line with Reflex Solutions' SLAs and commitments.

About You:

We are looking for a highly skilled and experienced IT professional who can lead our technical support teams. The ideal candidate will have a strong background in IT, excellent leadership and management skills, and the ability to motivate and inspire team members to deliver exceptional service.

Required Skills and Qualifications:

  • A degree in Information Technology, Computer Science, or a related field.
  • At least 5-7 years of experience in IT support or a similar technical role, with 2-3 years in a leadership position.
  • Hands-on experience with managing technical support teams, infrastructure environments, and customer interactions.
  • Proven track record of working with SLAs, troubleshooting, and managing escalations.
  • Strong leadership and management skills, including the ability to motivate and inspire team members, assign tasks effectively, provide guidance and support, conduct performance evaluations, and foster a collaborative and productive work environment.
  • Excellent communication and interpersonal skills, including negotiation and conflict resolution, beneficial for managing vendor relationships and engaging with internal stakeholders.
  • Awareness of asset management tools and software licensing.

Benefits:

The salary for this role is estimated to be around R600,000 - R700,000 per annum, depending on experience. Other benefits include a bonus structure, medical aid, and a company laptop.

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