Support Desk Lead

Support Desk Lead IT - Support

Cape Town - Western Cape

ENVIRONMENT:

A well-established and growing PropTech company situated in Westlake is currently in pursuit of a Support Desk Lead. This role entails guiding the Support Team in effectively addressing support matters pertaining to the companys Supported Products and Projects. Prior leadership experience within an IT support context is a fundamental requirement for this position.

DUTIES:

• To lead the Support Team to resolve support issues relating to the companys Supported Products and Projects.
• Support Reporting.
• Support Schedule Rostering.
• Support Issue Monitoring and Assistance.
• Client Monthly Management Hours Reporting and Monitoring.
• First Level Support Escalation Path.
• Support Resource Management Hiring, Interviewing and Training.
• Setting up and Updating Support Desk Process Documentation.
• Support Team Mentoring.

REQUIREMENTS:

Skilled In One Or More of The Following:

• Microsoft Product Suite
• Google Product Suite
• Jira Software
• Jira Service Desk

Experience:

• Previous experience leading an IT support team essential.

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