Support Team Lead at Reflex Solutions

About the role

• The role of the Support Team Lead is to provide support and managerial oversight for the various technical operations within the Workplace Management department.
• The Support Team Lead will be responsible for the day-to-day management of the T2 support team from a technical operations perspective. This will include but is not limited to, managing of technical support staff, ensuring adherence to SLA’s and OLA’s, optimization of technical operations, quality assurance and best practice implementations within Reflex as well as our customer environments, customer engagements, problem management, reporting and ensuring that relevant policies and procedures are in place to ensure customer expectations are met. 

Key duties and responsibilities:

• Team Leadership: The Support Team Lead is responsible for managing a team of technical professionals, including support engineers and support staff. This involves assigning tasks, setting goals, conducting performance evaluations, and providing guidance and support to ensure the team's success.
• Service Delivery and Support: The Support Team Lead’s primary focus is ensuring the smooth delivery of services to customers. This includes managing service level agreements (SLAs), monitoring service quality, and troubleshooting any issues that arise. The Support Team Lead’s must work closely with the team to address user concerns, incidents, and requests, ensuring timely and effective resolution.
• Infrastructure Management: The Support Team Lead’s is responsible for the overall management and maintenance of infrastructure, which includes desktops, laptops, mobile devices, operating systems and peripherals. This involves overseeing software and hardware deployments, upgrades, and patches, best practice implementations as well as managing asset inventories and licenses.
• Security and Compliance: Maintaining secure and compliant environments are crucial. The Support Team Lead’s is involved in implementing security measures, such as endpoint protection, encryption, access controls, and data loss prevention. Internally with in Reflex as well as with customers who have WPM services.
• Documentation and Reporting: Maintaining accurate documentation is essential for effective operations. The Support Team Lead’s is responsible for creating and updating technical documentation, including standard operating procedures and best practice guidelines for support engineers, user guides, and knowledge base articles. Additionally, the Support Team Lead’s must prepare regular reports on service performance, metrics, and trends to communicate progress and facilitate decision-making.
• Managing and Coordinating Interdepartmental Workings: The Support Team Lead’s is responsible for managing and coordinating the interactions and collaboration with other departments within the organization. This involves fostering effective communication, understanding the requirements and expectations of different departments, and aligning services to support their needs. The Support Team Lead’s will work collaboratively with various stakeholders to ensure smooth interdepartmental operations and enhance cross-functional collaboration.
• Staff Development and Mentoring: The Support Team Lead facilitates training programs for staff in the department to enhance their skills and improve their job knowledge. This includes identifying training needs, designing training programs, and organizing relevant training sessions. Additionally, you would provide ongoing coaching, mentoring, and support to the team members, motivating them to deliver technically sound services. The Support Team Lead must actively contribute to staff development, growth, and succession planning initiatives to foster a skilled and capable team.
• Infrastructure Project Integration: The Support Team Lead plays a crucial role in ensuring the successful deployment of projects where the department is involved. This responsibility involves overseeing the planning, implementation, and coordination of infrastructure projects to ensure they are successfully integrated into existing environments.
• Customer Engagements and Site Visits: The Support Team Lead plays a crucial role in ensuring that customer engagements are effective and is required to perform weekly sites visits to ensure the onsite engineers provide customers with a service that is in line with Reflex’s SLA’s and commitments.

Education, Experience and Skills:

Required Education:

• Grade 12
• COMPTIA A+, N+, Server +, Security +
• Microsoft:
• MS-102 Microsoft 365 Administrator
• MS-900 Microsoft 365 Fundamentals
• AZ-104 Azure Virtual Desktop Speciality
• AZ-800 Administrating Windows Server Hybrid Core
• Linux
• LPIC-2 Linux Engineer (201-450 and 202-450)
• Apple
• Apple Certified Support Professional
• VMware Certified VCAP-DCV and VCP-NV
• ITIL 4 Foundation

Beneficial Education

• BSc (NQF 7) Information Technology, Computer Science, or a related field.
• Microsoft:
• MS-220 Troubleshooting Microsoft Exchange Online
• MS-203 Microsoft 365 Messaging
• MS-100 Microsoft 365 Identity and Services
• MS-101 Microsoft 365 Mobility and Security
• Linux
• LPIC-2 Linux Engineer (201-450 and 202-450)

Required Experience

• At least 5-7 years of experience in IT support or a similar technical role, with 2-3 years in a leadership position.
• Hands-on experience with managing technical support teams, infrastructure environments, and customer interactions.
• Proven track record of working with SLAs, troubleshooting, and managing escalations.

Required Skills
Technical Skills:

• Deep understanding of desktop and laptop support, operating systems, mobile devices, and peripherals.
• Familiarity with networking fundamentals (e.g., TCP/IP, VLANs, DNS, and DHCP).
• Experience with endpoint management tools (e.g., SCCM, Intune, or similar).
• Knowledge of cybersecurity measures (e.g., endpoint protection, encryption, and access control).
• Awareness of asset management tools and software licensing.
• Leadership and Management Skills
• Strong leadership and management skills are essential. This includes the ability to motivate and inspire team members, assign tasks effectively, provide guidance and support, conduct performance evaluations, and foster a collaborative and productive work environment.
• Communication and Interpersonal Skills:
• Excellent communication and interpersonal skills, including negotiation and conflict resolution, are beneficial for managing vendor relationships and engaging with internal stakeholders.
• Own, reliable transport and a valid driver’s license
• Willing to Travel Domestically or internationally if and/or when required
• Willing to work Overtime when required
• In summary, as a Support Team Lead, the role encompasses team leadership, ensuring service delivery and support, managing infrastructure, maintaining security and compliance, managing stakeholders, documentation, and reporting, managing, and coordinating interdepartmental workings, as well as staff development and mentoring.