Technical Support Team Leader

Tech Support Team Leader

Cape Town, South Africa

Full-Time | On-site

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.

• 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.

• 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.

• 2 to 3 years of professional experience in:
  • Microsoft Windows Server
  • Microsoft 365 Administration (Exchange Online, Teams, One Drive)
  • Active Directory, Azure
    
    AD, and Hybrid AD (user account management, GPOs)
  • Networking fundamentals (wired, wireless, VPN setups)
  • Cybersecurity basics (MFA, phishing, firewall rules, antivirus management)
  • Backup & Replication (Veeam or equivalent)
  • Hardware maintenance (laptops, desktops, servers)
  • Remote troubleshooting of both hardware and software issues
  • Ticket management systems (Connect Wise preferred)
  • Experience in IT support for healthcare or retail sectors is highly advantageous

• Professional IT
  
  Certifications:
  • ITIL Foundation
  • Microsoft MCSA
  • Cisco CCNA
• Previous experience in a Managed Service Provider (MSP) environment.

Market-related (based on experience)

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply.

Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email