Technical Support Team Lead (Infrastructure)

TL;DR

Technical Support Team Lead (Infrastructure): Supervising the technical support team and managing the seamless functioning of the Technical Operations Department with an accent on IT service management (ITSM) and infrastructure reliability. Focus on leading agile project delivery for internal IT improvements, optimizing network security, and mentoring team members through complex technical escalations.

Location: Must be based in Cape Town, South Africa

Company

A fintech company providing funding and financial tools for small businesses.

What you will do

• Lead the Technical Support team by setting clear goals, monitoring performance, and providing regular coaching and feedback.
• Manage the daily flow of technical support tickets and handle complex escalations as a player-coach.
• Ensure a secure and reliable office network, managing connectivity, updates, upgrades, and regulatory compliance.
• Lead the delivery of internal IT projects and infrastructure improvements using Agile practices and sprint planning.
• Operate as the lead for Incident and Service Request Management within the ITSM framework.
• Manage IT asset management (ITAM) tools in coordination with the Finance department to ensure accurate records.

Requirements

• 8+ years of experience in technical support or IT infrastructure roles.
• 3+ years of experience in a leadership or supervisory position.
• Essential experience with ITAM, ITSM, and ITIL processes.
• Strong experience with office networking and wireless technologies.
• Matric certificate or equivalent.
• Must be based in Cape Town, South Africa.

Nice to have

• ITIL, Management, and Microsoft certifications.
• Experience with Microsoft 365 and Azure cloud-based technologies.