SUMMARY:
S1 BU Lead – First-Line Support & Client Experience
POSITION INFO:
S1 BU Lead - First-Line Support & Client Experience Location: Somerset West, Western Cape Work Arrangement: Hybrid An exciting opportunity is available for an experienced S1 BU Lead to take ownership of first-line IT support operations and help deliver a professional, consistent and high-quality client experience. This is a leadership role for an individual who can bring structure, accountability and operational discipline to a busy IT support environment while developing and supporting a technical team. Key Responsibilities Own and manage support ticket queues, prioritisation and allocation. Ensure rapid triage, correct categorisation and strong first-contact resolution. Monitor SLA performance, ticket backlogs and resolution times. Establish and maintain high standards for customer communication. Handle escalated client issues calmly and professionally. Define and maintain effective escalation processes into S2 and S3. Ensure escalations contain the required technical information and troubleshooting history. Develop, maintain and enforce S1 SOPs and support processes. Conduct regular ticket quality reviews and identify recurring issues. Work with S2 and S3 to reduce repeat incidents and improve overall service delivery. Coach and develop S1 technicians. Set clear expectations and manage team performance. Assist with recruitment and onboarding where required. Ensure billable work, projects and upgrade opportunities are correctly identified and handed over. Contribute to continuous improvement of the support environment. Requirements Proven experience leading or supervising an IT support or service desk team. Strong understanding of first-line IT support operations. Experience working with ticketing systems, SLAs and support KPIs. Strong troubleshooting knowledge across common IT support environments. Excellent client communication and escalation-management skills. Experience developing or enforcing SOPs and support processes. Strong people-management and coaching ability. Highly organised and process-driven. Calm and professional under pressure. Strong documentation and follow-through. A continuous-improvement mindset. Ideal Candidate We are looking for a strong operational leader who understands that excellent IT support is about more than simply resolving technical issues. You will be responsible for creating a structured environment where tickets are managed effectively, clients are kept informed, technicians are supported and recurring problems are addressed at source. Head office: Somerset West Work arrangement: Hybrid
