End User Support Team Lead

2 weeks ago

Cape Town, South Africa Zeal HR Full time

**Requirements**:

- Matric
- 3-Year IT degree/ National Diploma in IT (Ideal)
- Minimum of 3-5 years’ experience working within an IT service organisation and leading a technical team
- You will be required to travel to clients and must have own transport.
- Experience with cloud-based technologies (i.e. AWS, Azure) is highly advantageous
- Microsoft Certifications
- Active Directory, Windows Server, TCP/IP, Network Administration, Hardware Switches, WAN/LAN. A technical Team lead needs to have strong technical abilities to be able to troubleshoot and fix technical problems presented by the Team.
- ITIL qualification
- Strong analytical, innovative & problem-solving skills.

Key Responsibilities
- Lead and manage a team of technicians.
- Make sure tickets are updated and resolved withing SLAs.
- Make sure Client is receiving proper feedback.
- Queue management of the tickets to maintain Flow.
- Provide technical support and guidance to the Customer Support Technicians
- Help coach and develop the Customer Support Technician skills
- Acts as a buffer between the Customer Support Technicians and the Escalations team.
- Ensures that tickets are assigned, updated, actively being worked on.
- Jump in and assist with support tickets when the Team are overwhelmed.
- Work closely with the SDM to meet client demands.
- Teams seek technical advice from Team Lead.
- Handling and managing conflict amongst the Team.

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