Onsite Team Leader

1 day ago

Johannesburg, Gauteng, South Africa Ntice Sourcing Solutions Full time

Are you a client-focused IT professional who thrives on building relationships, leading high-performing teams, and delivering exceptional service? We're seeking an Onsite Team Leader to oversee a team of engineers supporting multiple client environments, ensuring world-class ICT delivery, operational excellence, and client satisfaction

In this role, you'll act as both a strategic leader and a trusted client partner, managing SLA performance, resolving escalations, and maintaining strong communication between technical teams and business stakeholders. This position requires a confident, service-oriented personality with the ability to manage diverse priorities while motivating and developing a skilled technical team

Duties and Responsibilities

  • Manage end-to-end onsite service delivery, ensuring SLA compliance, service consistency, and client satisfaction
  • Lead, mentor, and develop onsite engineers and team leads, fostering accountability and professional growth
  • Serve as the key client interface, building strong, trust-based relationships and providing clear, solution-driven communication
  • Oversee resolution of complex technical issues, conducting root cause analysis and implementing preventative measures
  • Represent onsite teams in client governance and risk review meetings, presenting operational insights and improvement plans
  • Monitor service performance trends, identify recurring issues, and implement process and efficiency improvements
  • Collaborate cross-functionally with Service Delivery and Account Managers to identify optimisation and cost-saving opportunities
  • Prepare and present operational reports, SLA dashboards, and governance summaries for both internal and client stakeholders
  • Promote a culture of professionalism, ownership, and continuous improvement within the onsite service teams

Minimum Requirements:

  • Minimum 5 years' experience in IT support roles, with at least 2 years in a leadership or team management position
  • Strong understanding of Microsoft 365, networking, and infrastructure fundamentals
  • Proven experience managing teams and client escalations within an MSP or ICT service delivery environment
  • Confident communicator with excellent interpersonal and presentation skills, capable of engaging with senior stakeholders
  • Demonstrated experience in client-facing environments, balancing technical performance with relationship management
  • Knowledge of ITIL frameworks and service governance (certification advantageous)
  • Experience in risk management, SLA reporting, and operational performance tracking
  • Financial and commercial awareness with exposure to budgeting or cost management preferred
  • Valid driver's licence and reliable transport required

Working Model

  • Hybrid role: a mix of on-site client visits and office-based coordination
  • After-hours availability may be required for escalations or governance meetings

If you're a people-oriented leader who excels at managing both clients and teams in a structured ICT environment, this role offers an exciting opportunity to make an impact

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