Support Team Lead

1 week ago

Johannesburg, Gauteng, South Africa NP Group Full time R900 000 - R1 800 000 per year

Perm Position:
Support Team Lead (First Response)

Location: Johannesburg or Cape Town

Start Date: ASAP

Salary: Negotiable depending on experience

A great opportunity for an experienced Support Team Lead (First Response) to join a forward-thinking managed service provider. This role is responsible for leading and motivating the L1 and L2 engineering teams to deliver high-quality, customer-focused IT support. Acting as a key point of contact for clients and internal teams, the Team Lead ensures smooth daily operations, effective escalation management, and continuous improvement in service delivery. This role is ideal for a strong people leader with a passion for service excellence and team development.

Key Responsibilities:

Customer Service & Communication

  • Act as a primary point of contact for customers, maintaining clear, proactive communication and ensuring high levels of satisfaction.

Team Leadership & Development

  • Lead, coach and support L1 and L2 engineers to ensure efficient service delivery; motivate the team and promote professional growth.

Recruitment & Onboarding

  • Conduct interviews and actively participate in hiring and onboarding new team members.

Performance Management

  • Hold regular 1:1s, carry out performance reviews, deliver constructive feedback and support career progression.

Shift Rota & Capacity Planning

  • Create and manage shift schedules, leave planning and capacity forecasting to ensure adequate coverage.

Escalations & Major Incident Management

  • Provide escalation support, manage high-priority tickets and act as Major Incident (P1) manager when required.

Service Delivery & SLA Management

  • Oversee service processes to ensure SLAs are consistently achieved and service quality remains high.

Cross-Department Collaboration

  • Work with other Team Leads, technical teams and departments to expedite requests and deliver efficient solutions.

Continuous Improvement

  • Drive process improvements, identify opportunities for efficiency and stay up to date with evolving technologies.

Ticket Management & Reporting

  • Monitor support ticket queues, ensure timely resolution, and prepare reports on performance, KPIs and improvement initiatives.

Compliance & Security

  • Ensure alignment with ITIL best practices, security procedures and compliance standards.

Required Skills:

  • Strong leadership and people management abilities
  • Excellent problem-solving and critical-thinking skills
  • Customer-centric mindset with exceptional communication skills
  • Understanding of project coordination principles
  • Proficiency with IT support tools and ITSM platforms
  • Fluent English (spoken and written) with professional customer communication
  • High levels of integrity, professionalism and a positive team attitude

Desirable Skills:

  • Exposure to service management frameworks (ITIL)
  • Familiarity with capacity planning, scheduling and resource management
  • Experience with cross-team collaboration and stakeholder management
  • Ability to coach, mentor and support engineer development

Experience:

  • Proven background in IT support, ideally within an MSP environment
  • 2–3 years in a leadership or team-lead capacity
  • Strong technical understanding of IT systems, networks and software
  • Ability to manage multiple priorities, tasks and small projects simultaneously
  • Demonstrated experience handling escalations and high-priority tickets

Qualifications:

  • Bachelor's degree in IT, Computer Science or related field
  • ITIL Certification or demonstrated understanding of ITSM practices
  • CompTIA A+ or Network+
  • Microsoft Certified: Azure Fundamentals

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