Technical Support Team Leader

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 specialists to deliver excellent customer service. Ensure effective communication, collaboration, and knowledge sharing among team members. Develop and implement processes and procedures to improve team efficiency and productivity. Monitor and report on key performance indicators (KPIs) to measure team performance. Technical Support: Provide technical assistance to clients via phone, email, or in-person. Troubleshoot and resolve technical issues in a timely and efficient manner. Collaborate with internal stakeholders to resolve complex technical issues. Identify and escalate critical technical issues to senior management. Quality Assurance: Ensure that all technical support activities are conducted in accordance with established processes and procedures. Conduct regular quality assurance reviews to identify areas for improvement. Develop and implement corrective actions to address any deficiencies or non-compliance. Continuous Improvement: Drive continuous improvement within the support function by identifying opportunities for process improvements, implementing changes, and monitoring their effectiveness. Identify and prioritize projects that align with business objectives and drive results. Requirements: Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology). At least 3 years of experience in technical support or a related field. Strong leadership and management skills. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced environment. Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook). Certifications: ITIL Foundation Certificate in IT Service Management. Agile methodologies (Scrum, Kanban) knowledge. Nice-to-Have: Experience with technical support tools and software (e.g., Zendesk, Freshdesk). Knowledge of cloud-based technologies (e.g., AWS, Azure). Familiarity with project management methodologies (e.g., Scrum, Waterfall). Benefits: Competitive salary package. Comprehensive medical aid scheme. Generous leave policy (annual leave, sick leave, family responsibility leave). Professional development opportunities.