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

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).