JOB TITLE:
Infrastructure Support Technician Team Leader
LOCATION:
Stellenbosch (Cape Town)
ABOUT CYBERLOGIC:
Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.
Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.
PURPOSE OF POSITION:
The purpose of the Infrastructure Support Technician Team Lead is to oversee and manage the daily activities of the support team, ensuring the delivery of technical support and service to clients. Acting as the primary representative for the group, the Team Lead engages with both internal and external stakeholders to align support strategies with business goals and client needs.
This role is focused on the continuous development and improvement of the team, ensuring that each member has the necessary skills, knowledge, and resources to excel. The Team Lead is responsible for fostering a collaborative team environment, promoting best practices, and driving the achievement of key support metrics.
KEY RESPONSIBILITIES:
Leadership:
- Lead, inspire, and motivate the Infrastructure Support Technician team by fostering a positive work environment.
- Oversee the day-to-day operations of the team, ensuring adherence to internal KPIs, OLAs, and SLAs.
- Collaborate with direct reports to create individual development plans.
- Assess the skills and knowledge of team members to identify areas for improvement.
- Provide continuous feedback to direct reports regarding their performance.
- Conduct regular contribution evaluations and participate in performance review cycles.
- Participate in talent acquisition and recruitment of new team members.
- Train and onboard new team members.
- Drive continuous optimization through facilitating daily stand-up meetings.
Lead Incident Response and Planning:
- Coordinate major incident response efforts.
- Facilitate the management of escalations to and from the team.
- Provide guidance and mentorship to junior team members.
- Develop and test incident response plans.
Cross Team Collaboration:
- Facilitate collaboration between the team and other departmental teams.
- Collaborate with People Operations on recruitment and training.
Process Optimisation:
- Collaborate with departmental leaders to optimise support processes.
Technical Support and Guidance:
- Provide advanced technical support and guidance to the team.
Infrastructure and Security Risks Management:
- Stay informed about infrastructure and cybersecurity best practices.
Scripting and Automation:
- Examine and identify opportunities to automate routine tasks.
Ways of working:
- Manage and maintain team adherence to KPIs, OLAs, and SLAs.
- Oversee team documentation of support activities.
Continuous Learning and Development:
- Advocate for innovation and efficiency within the team's operations.
KEY REQUIREMENTS:
Required:
- 1-3 years of experience in a technical team leadership support role.
- 3-5 years of experience in technical support.
- Relevant certifications.
Beneficial:
- Additional relevant certifications.
- A bachelor's degree or diploma in a relevant field.
CORE COMPETENCIES:
Technical Competencies:
- Advanced knowledge and experience with supporting relevant technologies.
Behavioral Competencies:
- Collaboration & Teamwork
- Growth-Mindset
Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity.
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