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OVERALL PURPOSE

We are looking for a committed Technical Support Team Lead who will have a pivotal role in supporting the Technical Operations Manager to guarantee the seamless functioning of the Technical Operations Department. This involves supervising the Technical Support Team, offering guidance to other departmental Team Leaders, and directly addressing technical issues. The position demands a combination of technical proficiency, managerial acumen, and exceptional communication skills to facilitate collaboration across departments and with stakeholders. As the Technical Support Team Lead, you will be accountable for empowering our team to deliver a first class customer experience through dependable, effective, and efficient tools and support.

RESPONSIBILITIES

• IT Support: Manage the daily flow of technical support tickets, ensuring prompt and effective responses. Act as a 'Player-Coach' by handling complex escalations while guiding team members through the resolution process to build their technical confidence.
• Team Leadership: Provide strong leadership to the Technical Support team by setting clear goals, monitoring performance, and conducting regular coaching and feedback sessions. Foster a collaborative and positive work environment that promotes teamwork, knowledge sharing, and continuous improvement.
• Collaboration: Engage with the Technical Operations Manager and Team Leaders to develop and implement strategies for improving technical support processes and procedures.
• Network Support: Ensure that Lula maintains an up-to-date, secure, and reliable office network, including the monitoring of the network and internet connectivity, resolution of issues, scheduled updates and upgrades, as well as adherence to regulatory compliance.
• Security Management: Facilitate the role assignments and access to various Lula tools, systems, networks, and office spaces, ensuring that regulatory compliance and best practices are adhered to.
• Agile Project Delivery: Lead the delivery of internal IT projects and infrastructure improvements using Agile practices. This includes managing the team’s backlog, planning sprints for technical tasks, and ensuring iterative delivery of solutions that align with Lula’s business needs.
• Process Improvement: Monitor daily workflows to identify bottlenecks in service delivery. Implement tactical action plans to enhance team efficiency and ensure the team is adhering to compliance standards.
• ITSM & ITIL: Serve as the operational lead for Incident and Service Request Management in the Technical Support space. Ensure that the ITSM tool is used effectively, tickets are actioned within SLA, and that the team maintains a high standard of data integrity for reporting.
• Hardware and Software Management: Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date in collaboration with our Finance department.
• Technical Expertise: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Use this knowledge to assist the team in troubleshooting and resolving technical issues promptly and accurately.
• Metrics and Reporting: Monitor and analyse key performance indicators (KPIs) to evaluate the team's performance and identify trends or areas needing improvement. Prepare and present regular reports on team metrics and achievements to management.
• Supplier Management: Maintain a regular cadence with our key suppliers and partners to ensure service level agreements (SLAs) of our key suppliers and partners are being met and to discuss ticketing numbers and improvement opportunities.
• Stakeholder Management: Serve as a point of contact for cross-departmental communication and collaboration, fostering strong working relationships with other teams such as product development, quality assurance, and customer service.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• ITIL, Management and Microsoft certifications advantageous
• 8+ years of experience in a technical support or IT infrastructure role
• 3+ years of experience in a leadership or supervisory position
• Experience with ITAM, ITSM and ITIL processes essential
• Experience with office networking and wireless technologies essential
• Experience with Microsoft 365 and Azure cloud-based technologies is advantageous
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Ability to work under pressure, prioritise tasks, and meet deadlines
• Demonstrated ability to motivate and inspire team members to achieve their best
• A proactive, self-driven attitude with a passion for continuous learning and improvement