Our client, is an international IT Services & Technology Company headquartered in the UK, with over 25 years of
industry expertise. As champions of premium experience-led IT services, they have been on a mission to improve
end-user satisfaction since day one. They constantly challenge old assumptions and inherited wisdom,
demonstrating there are better ways to do things.
Based in the UK, with offices in the USA, South Africa, Sri Lanka, Malaysia, and Macedonia, they provide a wide range
of market-leading managed services including; Microsoft-centric business software, and cloud solutions to over 300
ambitious mid-market organizations.
Purpose of Role:
The Infrastructure Team Lead will play a pivotal role in overseeing and mentoring our clients team of infrastructure
analysts. This role involves monitoring key performance indicators (KPIs), managing work orders, and ensuring that
service level agreements (SLAs) are met consistently. The successful candidate will also participate in innovation
forums and work closely with senior management to identify automation opportunities and address proactive
issues.
Key Responsibilities:
1. Mentorship and Staff Development:
• Mentor analysts through one-on-one sessions and career roadmap development.
• Develop personalised career roadmaps for each analyst, outlining clear goals, skill development
opportunities, and milestones.
• Provide continuous feedback and support to help analysts achieve their professional goals and reach their
full potential.
2. Performance Monitoring:
• Regularly monitor KPIs using dashboards, ensuring tasks are completed efficiently and effectively.
3. Work Order Management:
• Monitor the workloads of analysts based on work order details.
• Maintain accurate and up-to-date work order information to ensure seamless operations.
• Provide work optimisation and guidance in line with the ITIL framework.
4. Innovation and Process Improvement:
• Actively participate in innovation forums to contribute ideas for process improvements and automation.
• Routinely inspect processes and ways of working and engage with senior management to ensure
the team is in a continuously-improving posture
• Assist senior management in identifying opportunities for automation and addressing potential issues
proactively.
Qualifications/Skill :
• Proven experience in a supervisory or leadership role, preferably within an operations or analytics
environment.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience with and knowledge of ITIL and COBIT methodologies
• Excellent communication and interpersonal skills, with a focus on mentoring and team development.
• Proficiency in using dashboards and monitoring tools such as ServiceNow and PowerBI to track performance
metrics.
• Ability to work collaboratively with senior management and cross-functional teams.
What’s in it for you:
• Working with the latest technology
• Training and development opportunities
• Brand new office space located in a nature reserve
• Career development opportunities
• Work for an international business
• Office wellness days
• Strong team culture and collaborative environment
• Comprehensive benefits package upon completion of probation
Why not join their growing support team based at our offices in Cape Town (Plattekloof) and become a part of a
company that values innovation, collaboration, and continuous improvement.
