Your Daily Rounds: 
Triage Master: Monitor the support queue like an ER intake nurse—prioritize, assign, and respond with precision
Incident Surgeon: When systems flatline, you lead the code blue—escalate, 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
2–3 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 at *****@*****.co.za or call 021 418 1750
Quote Ref: CTI005832.

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Conduct the Batucada: Direct and synchronize the daily operations of the support team, ensuring a fluid and energetic response to every client need
Compose the Rhythm: Design, implement, and optimize support workflows and processes that are as efficient as they are dynamic
Tune the Instruments: Manage and refine key support platforms and tools, ensuring they perform in perfect harmony with the team’s needs
Lead the Parade: Mentor and guide a team of support specialists, fostering their growth and maintaining the high-energy cadence of excellence

Skills & Experience:
A Natural Rhythm: 2-3 years of experience conducting a team in a fast-paced, client-facing environment
Master of the Instruments: Proficiency in key support platforms (e.g., Zendesk, Jira, Salesforce Service Cloud) and operational analytics
The Maestro’s Ear: Excellent communication and interpersonal skills to keep the entire ensemble aligned and motivated
Impeccable Timing: Strong organizational and problem-solving abilities to maintain the operational cadence and quickly resolve dissonance

Qualification:
Tertiary qualification preferred 

Contact JADE PERUMAL on *****@*****.co.za or 021 418 1750, quoting the Ref: CTI005802

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