User Support Team Leader

JOB TITLE:

User Support Team Leader

LOCATION:

Hybrid/Remote:
Johannesburg OR Cape Town/Stellenbosch

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP
  learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT
  the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION:

The purpose of a User Support Team Leader is to provide leadership, direction, and support to a team of end user support technicians in order to effectively manage and maintain an organisation’s IT systems and EUS infrastructure. This role is pivotal in ensuring the smooth operation of IT services, the successful completion of projects assigned to team members, and the overall alignment of IT initiatives with the organisation’s goals.

ROLE RESPONSIBILITIES:

Technical Support

• Provide technical guidance to team members when dealing with complex tickets.
• Manage the escalation of more challenging technical problems to higher-level support teams according to SLA timeframe.
• Ensure tickets are updated regularly in the correct statuses according to SLA timeframe.
• Oversee the monitoring queues to ensure all tickets are actioned after being assigned.
• Promote the documentation of support processes, procedures, and best practices to facilitate knowledge sharing and maintain consistency in support delivery.
• Support standby rostered User Support Technicians after-hours as deemed necessary.

Onsite Technical Support

• Guide and support on-site support provided by the First Responder Technicians in response to specific issues, ensuring a prompt and effective resolution for our clients.
• Conduct frequent onsite visits to ensure adherence to protocols, procedures, and standards within the first responder team.
• Build strong relationships with onsite stakeholders through regular visits, open communication, and collaboration to enhance partnership and understanding.

Training and Mentoring

• Mentor and train team members to help them develop their skills and knowledge.
• Facilitate individual and group coaching sessions to help direct reports develop their technical skills to address technical gaps that have been identified.
• Foster a culture of knowledge sharing and collaboration within the team to ensure that team members benefit from each other s expertise.
• Facilitate training and coaching to team members on customer service skills.

Continuous Learning

• Stay informed regarding industry trends and emerging technologies.

Project Participation

• Facilitate and lead collaboration with the User Support team to define project objectives, scope, and goals.
• Facilitate and providing insights into technical requirements, resource allocation, and timelines.
• Provide 365-degree feedback for continuous improvement and summarize lessons…