Support Team Lead

**About Reflex**

Reflex Solutions, founded in 2000 in South Africa, is a leader in providing seamless Information and Communication Technology (ICT) solutions. With a focus on building and managing the technological backbone that powers businesses, Reflex Solutions offers high-value, end-to-end ICT solutions that are critical for the development and growth of companies. The company boasts vast in-house experience in networking and IP telephony and controls its service levels and pricing by owning its core fiber network and Tier III data center.

**About the role**

The role of the Support Team Lead is to provide support and managerial oversight for the various technical operations within the Workplace Management department.

The Support Team Lead will be responsible for the day-to-day management of the T2 support team from a technical operations perspective. This will include but is not limited to, managing of technical support staff, ensuring adherence to SLA’s and OLA’s, optimization of technical operations, quality assurance and best practice implementations within Reflex as well as our customer environments, customer engagements, problem management, reporting and ensuring that relevant policies and procedures are in place to ensure customer expectations are met.

**Key duties and responsibilities**:

- **Team Leadership**: The Support Team Lead is responsible for managing a team of technical professionals, including support engineers and support 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’s must work closely with the team to address user concerns, incidents, and requests, ensuring timely and effective resolution.
- **Infrastructure Management**: The Support Team Lead’s 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’s is involved in implementing security measures, such as endpoint protection, encryption, access controls, and data loss prevention. Internally with in Reflex as well as with customers who have WPM services.
- **Documentation and Reporting**: Maintaining accurate documentation is essential for effective operations. The Support Team Lead’s 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’s 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’s 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’s 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 sites visits to ensure the onsite engineers provide customers with a servic