User Support Team Leader

About the role

Cyberlogic is looking for a User Support Team Leader to guide a group of end‑user support technicians. The role ensures smooth operation of IT services, oversees ticket handling, and aligns support activities with the company’s digital transformation goals.

Key responsibilities

• Provide technical guidance to team members on complex tickets.
• Manage escalation of challenging issues to higher‑level support within SLA timeframes.
• Ensure tickets are regularly updated and correctly statused according to SLA.
• Oversee ticket queue monitoring to guarantee timely action on assigned tickets.
• Promote documentation of support processes, procedures and best practices.
• Support standby rostered technicians after‑hours when required.
• Guide on‑site support delivered by First Responder Technicians for specific issues.

Required profile

• Proven leadership experience in an end‑user support environment.
• Ability to manage and maintain IT systems and end‑user support infrastructure.
• Strong focus on meeting SLA commitments and driving continuous improvement.

Required skills

What we offer

• Hybrid work model (Johannesburg or Cape Town/Stellenbosch).
• Opportunity to work within a leading Managed Solutions Provider.
• Collaborative culture that values learning, accountability and teamwork.