As the Deskside Support Team Lead, you'll guide a team of IT support professionals to deliver top-notch service to end users. This role blends technical know-how with leadership, ensuring that your team meets service expectations and continuously improves.
Professional and service-oriented, with a focus on teamwork and customer satisfaction.
The Deskside Support Team Lead at First Technology in Pretoria is responsible for overseeing the daily operations of the Deskside Support team. This role requires a mix of technical expertise and leadership skills to ensure that high-quality IT support services are delivered to end users. You will lead a team of Deskside Engineers and Support Technicians, manage workloads, and ensure that service levels are met according to established SLAs and KPIs.
In your day-to-day work, you'll monitor incident queues, manage escalations, and coordinate support activities during maintenance windows and office relocations. You will also be involved in performance reviews and skills development for your team, fostering a culture of excellence and continuous improvement. Your technical leadership will be crucial as you assist with complex hardware and software issues, guiding your team through troubleshooting and problem management.
The ideal candidate for this role should have a strong background in IT support, with at least five years of experience in a similar position. You should be comfortable with hands-on technical tasks such as installing and configuring operating systems, troubleshooting hardware and software issues, and managing end-user computing environments. Strong leadership skills and a commitment to customer service are essential, as you will be the primary point of contact for escalated issues and will play a key role in team development and performance monitoring.
If you thrive in a fast-paced environment and enjoy leading a team to deliver exceptional IT support, this role could be a great fit for you. Your ability to balance technical challenges with team management will be key to your success in this position.
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