PURPOSE OF POSITION

The purpose of a User Support Team Leader is to provide leadership, direction, and support to a team of end user support technicians in order to effectively manage and maintain an organisation’s IT systems and EUS infrastructure. This role is pivotal in ensuring the smooth operation of IT services, the successful completion of projects assigned to team members, and the overall alignment of IT initiatives with the organisation’s goals.

ROLE RESPONSIBILITIES Technical Support Provide technical guidance to team members when dealing with complex tickets. Manage the escalation of more challenging technical problems to higher-level support teams according to SLA timeframe. Ensure tickets are updated regularly in the correct statuses according to SLA timeframe. Oversee the monitoring of ticket queues to ensure all tickets are actioned after being assigned. Promote the documentation of support processes, procedures, and best practices to facilitate knowledge shar...