Support Lead

Durban, KwaZulu-Natal, South Africa

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Job Summary Responsibilities:

Build and manage the support desk function, ensuring efficient operation and high-quality support
Develop and implement best practices, systems, and processes for the support desk
Hire, train, and lead a support team capable of delivering excellent customer service
Monitor and evaluate support interactions, providing feedback and training to improve service quality
Implement a knowledge base and FAQ resources for both support staff and users
Work closely with the software development team to report and track user feedback
Analyse support desk activity and prepare regular reports on metrics
Ensure the support team is well-informed about all updates and changes in software solutions
Develop strategies to enhance user support experience and streamline support processes
Foster a culture of continuous improvement and learning

Required Skills and Qualifications:

Bachelors degree in Information Technology, Computer Science, or a related field
5 to 10 years experience in a similar role
Proven experience in leading a support desk or customer service team
Strong knowledge of best practices in customer support and service desk management
Experience in implementing and managing support systems and processes
Excellent leadership and team management skills.
Strong problem-solving and decision-making capabilities
Exceptional communication and interpersonal skills
Experience in training and developing staff
Familiarity with social care software solutions is highly advantageous
A customer-focused approach providing exceptional support

Sandi Crowther Recruitment

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