S1 BU Lead – First-Line Support & Client Experience

S1 BU Lead First-Line Support & Client Experience

Location: Somerset West, Western Cape
Work Arrangement: Hybrid

An exciting opportunity is available for an experienced S1 BU Lead to take ownership of first-line IT support operations and help deliver a professional, consistent and high-quality client experience.

This is a leadership role for an individual who can bring structure, accountability and operational discipline to a busy IT support environment while developing and supporting a technical team.

Key Responsibilities

• Own and manage support ticket queues, prioritisation and allocation.
• Ensure rapid triage, correct categorisation and strong first-contact resolution.
• Monitor SLA performance, ticket backlogs and resolution times.
• Establish and maintain high standards for customer communication.
• Handle escalated client issues calmly and professionally.
• Define and maintain effective escalation processes into S2 and S3.
• Ensure escalations contain the required technical information and troubleshooting history.
• Develop, maintain and enforce S1 SOPs and support processes.
• Conduct regular ticket quality reviews and identify recurring issues.
• Work with S2 and S3 to reduce repeat incidents and improve overall service delivery.
• Coach and develop S1 technicians.
• Set clear expectations and manage team performance.
• Assist with recruitment and onboarding where required.
• Ensure billable work, projects and upgrade opportunities are correctly identified and handed over.
• Contribute to continuous improvement of the support environment.

Requirements

• Proven experience leading or supervising an IT support or service desk team.
• Strong understanding of first-line IT support operations.
• Experience working with ticketing systems, SLAs and support KPIs.
• Strong troubleshooting knowledge across common IT support environments.
• Excellent client communication and escalation-management skills.
• Experience developing or enforcing SOPs and support processes.
• Strong people-management and coaching ability.
• Highly organised and process-driven.
• Calm and professional under pressure.
• Strong documentation and follow-through.
• A continuous-improvement mindset.

Ideal Candidate

We are looking for a strong operational leader who understands that excellent IT support is about more than simply resolving technical issues. You will be responsible for creating a structured environment where tickets are managed effectively, clients are kept informed, technicians are supported and recurring problems are addressed at source.

Head office: Somerset West
Work arrangement: Hybrid