About the position
ENVIRONMENT:
A dynamic ICT Service Provider in Somerset West seeks a highly technical professional to fill the role of a Team Lead (1st Line Support & Client Experience) to deliver a predictable & seamless client experience. This will be achieved through: Rapid response and triage; High first-contact resolution; Clean communication; Disciplined escalation and Stable day-to-day operations. The ideal candidate must have 5+ years relevant work experience in a similar role including hands-on leadership experience with a real team and exposure to performance systems, scorecards, and operational structure.
DUTIES:
Support Operations Leadership (Core) -
· Own ticket queues: prioritisation, assignment, SLA discipline.
· Ensure fast triage and correct categorisation.
· Drive high first-contact resolution and reduce unnecessary escalations.
· Identify common issues and implement fixes (scripts, SOP updates, user education).
Customer Communication Discipline (Core) -
· Set and enforce standards for ticket updates and client messaging.
· Ensure customers always know what’s happening, by when, and what’s next.
· Handle high-stakes customer escalations calmly and professionally.
Escalation Hygiene into S2 / S3 (Core) -
· Define S1?S2 and S1?S3 escalation criteria and required info checklist.
· Ensure escalations include context, troubleshooting done, logs/screenshots, urgency, business impact.
· Prevent escalation ping-pong through clean ownership and documentation.
SOP Creation and Enforcement (Non-Negotiable) -
· Maintain S1 SOPs: onboarding/offboarding, password resets, email issues, printer/network basics, device setup, common app issues, remote tools, etc.
· Audit SOP compliance and correct behaviour quickly.
· “Stop-the-line” rule: incomplete info = clarify before action.
Quality Management and Continuous Improvement –
· Run weekly ticket QA reviews (random sampling).
· Track repeat ticket patterns and drive root-cause prevention.
· Partner with S2/S3 to eliminate recurring technical noise.
People Leadership -
· Set clear expectations and daily rhythm for the team.
· Coach Technicians on troubleshooting, communication, and ticket hygiene.
· Run performance conversations when standards are missed.
· Contribute to hiring and onboarding S1 techs where needed.
Commercial Contribution (with BU Sales Consultant) -
· Ensure billable work is flagged and scoped correctly.
· Ensure notes and evidence are sufficient for quoting/invoicing.
· Participate in BU planning where upgrades/projects emerge from support patterns.
REQUIREMENTS:
· 5+ Years relevant work experience in a similar role.
· Hands-on leadership experience with a real team.
· Exposure to performance systems, scorecards, and operational structure.
· Continuous improvement through real-world problem-solving.
Desired Skills:
- Standard Operating Procedure (SOP)
- Troubleshooting
- Balanced Scorecard
- Technical Support
About The Employer:
A dynamic ICT Service Provider
