Team Lead (1st Line Support & Client Experience) (Somerset West Onsite)

SUMMARY:
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POSITION INFO:
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.