Tech Support Team Leader

Location:

Cape Town, South Africa

Job Type:

Full-Time | On-site

About the Role:

Our client is seeking a highly skilled and motivated Tech Support Team Leader to oversee and manage a team of technical support specialists. The successful candidate will ensure the delivery of exceptional technical assistance to clients, maintain high service standards, and drive continuous improvement within the support function.

Key Responsibilities:

• Team Leadership & Management:
  • Lead, mentor, and develop a team of technical support agents.
  • Conduct regular performance reviews and provide coaching for skill enhancement.
  • Manage team schedules, attendance, and workload distribution.
• Technical Support Oversight:
  • Ensure timely resolution of technical issues and escalations.
  • Monitor ticket queues and prioritize tasks to meet SLAs.
  • Maintain high levels of customer satisfaction through quality service delivery.
• Process Improvement:
  • Identify areas for process optimization and implement best practices.
  • Collaborate with other departments to streamline support workflows.
  • Drive initiatives for automation and efficiency in support operations.
• Reporting & Analytics:
  • Prepare and present weekly/monthly performance reports.
  • Track KPIs such as response time, resolution time, and customer satisfaction scores.
• Stakeholder Engagement:
  • Act as the primary point of contact for escalated technical issues.
  • Liaise with clients and internal teams to ensure smooth communication and resolution.

Requirements:

• Education:
  • Diploma or Degree in Information Technology, Computer Science, or related field.
• Experience:
  • Minimum 3–5 years in technical support, with at least 2 years in a leadership role.
  • Proven experience managing a team in a fast-paced environment.
• Skills:
  • Strong technical troubleshooting and problem-solving skills.
  • Excellent leadership and people management abilities.
  • Proficiency in ticketing systems and remote support tools.
  • Strong communication and interpersonal skills.
  • Ability to work under pressure and meet deadlines.

Salary:

Market-related (based on experience)