Support Operations Lead

Your Daily Rounds :

Triage Master : Monitor the support queue like an ER intake nurseprioritize, assign, and respond with precision

Incident Surgeon : When systems flatline, you lead the code blueescalate, communicate, and revive

Vitals Monitor : Track KPIs, SLA vitals, and prescribe improvements where needed

Process Medic : Standardize workflows, eliminate inefficiencies, and automate the repetitive stuff

Team Physician : Lead daily standups, manage shift rotations, and keep your team in peak condition

Global Rounds : Collaborate with international teams and occasionally cover North American hours

Your Medical File :

3-year IT or business-related degree / diploma

23 years leading a technical support / helpdesk team

Experience with ticketing systems (Jira, Zendesk, etc.)

Strong diagnostic instincts and a love for clean, efficient systems

Excellent communicator with a customer-care mindset

South African citizen or valid work permit holder

Contact Seth Hickley