User Support Team Leader

Lead and manage a team of end-user support technicians to ensure smooth operation of IT services and EUS infrastructure. Responsibilities include providing technical guidance on complex tickets, escalating issues per SLA, maintaining accurate ticket statuses, overseeing ticket queues, documenting support processes, and supporting after-hours standby. Onsite technical support and frequent site visits to ensure adherence to protocols. Mentor and train team members, facilitate coaching, foster knowledge sharing, and drive customer service excellence. Stay informed on industry trends and participate in projects, define objectives, allocate resources, and provide 365-degree feedback for continuous improvement. Drove performance through people leadership, recruitment support, performance reviews, and development plans. Requires 3-5 years in IT-related roles with troubleshooting experience and 3-5 years in people management, plus 1+ years of Microsoft Azure experience, and proficiency with Microsoft 365, Linux, Windows 10/11, and PowerShell. Strong communication and problem-solving skills, with ability to translate technical concepts for non-technical audiences and to lead a diverse technical team. Hybrid/Remote work setup available in Johannesburg or Cape Town/Stellenbosch, South Africa, with an emphasis on collaboration, documentation, and service delivery quality.