IT TEAM LEADER

SUMMARY:
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POSITION INFO:

About us:

The company is a global leader in business process outsourcing (BPO) and customer experience
(CX), driven by AI and cutting-edge technology. Our focus is on making operations smarter, faster,
and more seamless for our clients by combining automation with human expertise to deliver
exceptional results. With a team of over 2800 + professionals worldwide, we’re at the forefront of
redefining how businesses operate in the digital age. Our approach emphasizes orchestrating
people, processes, and AI-driven solutions to ensure efficiency and innovation at every level. As
we continue to grow and expand our AI and digital transformation initiatives, we’re looking for a IT
Team Leader to help lead and scale our operations from Johannesburg.

About the Role
We are seeking a dynamic and skilled IT Team Leader to oversee and manage our IT team within
our BPO operations in Sandton. The IT Team Leader will ensure the seamless integration and
maintenance of technology systems to support our business needs. This role requires a strong
technical background, exceptional problem-solving skills, and the ability to thrive in a high-energy,
fast-paced environment. The ideal candidate will demonstrate leadership qualities, technical
expertise, and a commitment to continuous improvement.

Key Responsibilities
Team Leadership
• Supervise and mentor a team of IT professionals, providing guidance, support, and conducting
performance evaluations.
• Foster a collaborative and productive work environment, encouraging professional growth and
development.

Technical Oversight
• Oversee the day-to-day operations of the IT department, including system maintenance, network
management, and technical support.
• Ensure all systems are operating efficiently, securely, and are up-to-date with the latest
technologies.
Incident Management
• Manage and resolve complex technical issues and escalations promptly.
• Develop and implement strategies to minimize downtime and maintain high service levels.
Project Management
• Support IT projects from initiation through to completion, including system upgrades, software
implementations, and technology rollouts.
• Coordinate with other departments to ensure project alignment with business goals and
objectives.
Process Improvement
• Identify and implement improvements to IT processes and procedures to enhance efficiency and
effectiveness.
• Monitor performance metrics and develop action plans to address any gaps or areas for
improvement.
Training and Development
• Provide training and development opportunities for IT staff to enhance their skills and knowledge.
• Stay updated with industry trends and emerging technologies to ensure the team remains at the
forefront of technological advancements.
Compliance
• Ensure that IT operations comply with company policies, industry regulations, and best practices.
• Implement and enforce security measures to protect sensitive information and maintain data
integrity.
Qualifications
Education:
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (e.g., ITIL, PMP) are a plus.
Experience:
• Proven experience in an IT leadership role, preferably within a BPO or fast-paced environment.
• Demonstrated expertise in managing IT teams and complex technical projects.

Technical Skills:
• Strong understanding of IT systems, network infrastructure, and enterprise applications.
• Experience with system administration, database management, and IT support tools.
Leadership Skills:
• Exceptional leadership and team management skills with the ability to motivate and guide a team
in a high-pressure environment.
Communication Skills:
• Excellent verbal and written communication skills, with the ability to articulate technical concepts
to non-technical stakeholders.
Problem-Solving:
• Strong analytical and problem-solving skills, with the ability to quickly address and resolve
technical issues.
Project Management:
• Proven track record of managing multiple projects simultaneously, with effective planning,
execution, and delivery.
Working Conditions
• Schedule: Rotational shifts (Day and night shift, rotational.
• Environment: Fast-paced, high-energy BPO environment with occasional pressure to meet tight
deadlines and manage high volumes of technical issues.