Technical Support Lead

Our client, a leading provider of innovative software solutions, is seeking a skilled and experienced Technical Support Lead to oversee their support operations in Rustenburg, North West . This leadership position is integral to ensuring the delivery of exceptional technical assistance to our diverse client base. You will be responsible for managing a team of technical support engineers, setting performance standards, and driving process improvements to enhance efficiency and customer satisfaction.

The ideal candidate possesses a strong technical background, excellent problem-solving skills, and proven leadership capabilities. This role requires a strategic thinker who can balance team management with hands-on technical troubleshooting for complex issues. You will act as a key point of escalation and a mentor to your team, fostering a culture of technical excellence and customer-centricity. We are looking for an individual who is passionate about technology, dedicated to resolving issues, and capable of leading a team to achieve outstanding results in a demanding environment.

This is a prime opportunity to shape the technical support function within a forward-thinking company.

• Lead, mentor, and manage a team of technical support engineers, overseeing daily operations.
• Set performance goals and conduct regular performance reviews for the support team.
• Develop and implement efficient support processes and workflows to improve response and resolution times.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and resolution.
• Ensure the team maintains high standards of customer service and technical expertise.
• Monitor support ticket queues and ensure timely and effective resolution of customer issues.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Train new support staff on products, procedures, and troubleshooting techniques.
• Analyze support metrics and identify trends to drive service improvements and product feedback.
• Collaborate with engineering and product teams to resolve recurring issues and improve product stability.

• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Strong technical aptitude with expertise in (mention relevant technologies, e.g., Windows Server, networking, specific software).
• Demonstrated leadership and team management skills, with the ability to motivate and develop staff.
• Excellent problem-solving and diagnostic skills.
• Proficiency in using helpdesk software and remote support tools.
• Exceptional communication and customer service skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience in a fast-paced, customer-facing environment.
• Strong understanding of ITIL principles is a plus for this Rustenburg
  -based leadership role.

• Competitive salary and leadership bonus opportunities.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for professional certification and advanced training.
• Access to cutting-edge technology and tools.
• A dynamic and supportive work environment.
• Hybrid work model to promote work-life balance.
• Retirement savings plan with company matching.
• Team-building events and company-sponsored social activities.
• Clear career progression path within the organization.