As an IT Team Leader, you will be responsible for supporting the day-to-day operation of the South African Cape Town based IT support team while actively contributing to technical support delivery.
You will work closely with the Service Desk Manager to ensure incidents and requests are handled efficiently, service levels are met, users receive a consistent and professional support experience, and the local engineering team continues to develop technically and professionally.
This role will be based in our Cape Town regional office. This is an office-based role with an expectation of 4 days a week in the office.
We recognise the benefits that remote and flexible working brings.
Provide remote and deskside support for Advania internal users, ensuring incidents and requests are resolved to a high standard and within agreed SLA targets
Troubleshoot and resolve 1st and 2nd line support issues across end-user devices, Microsoft 365, Windows, identity, access, applications, networking and peripheral equipment.
Support the installation, configuration, deployment and maintenance of laptops, desktops, mobile devices, peripherals and business software.
Support end-user device management, including Windows 10/11, Microsoft Intune, application deployment, endpoint security and asset lifecycle activities.
Support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft Entra ID and related collaboration tools.
Log, categorise, prioritise, update and resolve incidents and requests using the Advania IT Service Management platform, ensuring ticket quality and timely user communication.
Act as an escalation point for complex or high-priority technical issues, assisting engineers with troubleshooting and resolution.
Support Joiners, Movers and Leavers activity, including account provisioning, device preparation, access changes and leaver processing in line with agreed processes.
Support endpoint security, patching, anti-virus tooling and user awareness in line with security policies and compliance requirements.
Maintain accurate asset, hardware, software and support records as required.
Produce and maintain technical documentation, support procedures, knowledge articles and user guidance to improve consistency and reduce repeat incidents.
Lead, support and coordinate a team of approximately three IT support engineers based in Cape Town.
Support the Service Desk Manager in the daily running of the support function, ensuring tickets are progressed effectively and service levels are maintained.
Monitor ticket queues, workload distribution, SLA performance, backlog and priorities, taking corrective action where required.
Allocate work across the team, ensuring appropriate prioritisation of incidents, requests, project tasks and onsite support activities.
Provide coaching, mentoring and technical guidance to engineers, helping them develop both technical and non-technical skills.
Conduct regular one-to-one meetings with team members and provide input into performance reviews, development plans and capability assessments.
Support the Service Desk Manager with team performance reporting, including ticket quality, SLA performance, backlog, customer satisfaction and general team health.
Promote a customer-first mindset and ensure user communication is clear, professional, timely and aligned with Advania service standards.
Act as the first point of escalation for local operational or technical issues within the Cape Town team.
Help maintain a positive, collaborative, accountable and professional team culture.
Support rota planning, onsite cover, hardware handling and general coordination of local support activities in Cape Town.
Work with the Service Desk Manager to identify service improvement opportunities, reduce recurring issues and improve the overall user experience
Ensure all incidents, requests, changes and tasks are managed through the ITSM platform and processes.
Ensure tickets are accurately categorised, prioritised, updated and resolved in line with agreed service targets.
Support SLA performance, ticket backlog reduction and customer satisfaction improvement.
Support the execution of key support processes including Joiners, Movers and Leavers, device lifecycle management, access management and end-user support.
Identify process gaps, repeat issues, automation opportunities and improvement actions.
Support the adoption of ITIL-aligned working practices and consistent service desk standards.
Experience in an IT service desk, desktop support or infrastructure support environment with experience of this leading a small team
Experience actively supporting Microsoft 365 and Azure cloud platforms and services on a daily basis
Experience operating at a strong 2nd line or senior support engineer level.
Previous experience providing technical guidance, mentoring or informal leadership to other engineers.
Experience working in a ticket-based, SLA-driven support environment.
Strong troubleshooting and problem-solving skills across end-user computing, Microsoft 365, identity, devices and applications.
Strong customer service skills, with the ability to understand urgency, business priority and user impact.
Good communication and interpersonal skills, with the ability to engage professionally with users, technical teams, managers and stakeholders.
Ability to prioritise under pressure, manage competing demands and work to deadlines.
Strong organisational skills and the ability to support workload allocation, queue management and follow-up activity.
A security-conscious mindset and awareness of IT security risks, policies and compliance requirements.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
