Technical Team Leader

SUMMARY:
Introduction:
Our client is a UK-based managed IT services provider specialising in IT support, cloud solutions, infrastructure management, and technical consulting. With a Cape Town office, they are seeking an experienced Technical Team Leader to join their team in a permanent hybrid role, combining hands-on technical work with team leadership supporting a global client base.
 
Job Purpose:

POSITION INFO:
REQUIREMENTS Minimum education (essential): National Senior Certificate Relevant IT certifications will be advantageous, particularly Microsoft certifications. Minimum applicable experience (years): Minimum 5 years' experience in IT support with team leadership experience. Required nature of experience: Experience within a Managed Service Provider (MSP) or multi-client environment. Hands-on technical support experience across Microsoft and infrastructure technologies. Team leadership, mentoring, or supervisory experience. Experience managing ticket queues, SLAs, and service delivery operations. Client-facing technical support experience. Skills and Knowledge (essential): Microsoft 365 administration, including Entra ID, Exchange Online, and Intune. Microsoft Azure fundamentals. Windows Server administration. Active Directory management, including GPO, DNS, and DHCP. Networking fundamentals, including firewalls, switching, VLANs, VPNs, and Wi-Fi. PSA\/ticketing systems such as ConnectWise, Autotask, or similar. Strong troubleshooting and problem-solving skills. Leadership and people management capabilities. Other: Proficient in English. Own transport and license. Reliable home-office setup with backup power and internet connectivity. Comfortable working across multiple client environments and priorities. KEY PERFORMANCE AREAS AND OBJECTIVES Technical Support & Escalation Management Act as the senior L2\/L3 technical escalation point. Resolve complex technical incidents and service requests end-to-end. Provide expert support across Microsoft 365, Azure, Windows Server, Active Directory, and networking environments. Ensure high levels of customer satisfaction through effective technical support. Team Leadership & Development Lead, mentor, and develop a team of technical support engineers. Conduct regular one-on-one meetings and performance reviews. Set clear objectives and support employee development plans. Foster a high-performance and collaborative team culture. Service Delivery & Operations Management Manage daily service desk operations and ticket queues. Monitor SLA compliance and workload distribution. Coordinate escalations and handovers with international teams. Ensure efficient operational processes and service delivery standards. Quality Assurance & Continuous Improvement Drive ticket quality and documentation standards. Promote knowledge-sharing and knowledge-base contributions. Identify recurring issues and implement improvement initiatives. Support problem management processes and operational enhancements. Communication & Stakeholder Management Maintain effective communication with clients and internal stakeholders. Provide technical guidance and support to team members. Collaborate with cross-functional and international teams. Ensure professional client engagement and relationship management. Remuneration Offered Market related