Pietermaritzburg: Support Team Lead – First Response posted by Pronel Consultants

January 15, 2026 Jobs in Kwazulu-Natal

Pronel Consultants

Kwazulu-Natal

Other IT/Computer

Job Description

About the Role

We are seeking a highly skilled and experienced Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency.

Key Responsibilities

Serve as a primary customer contact, maintaining regular engagement with key client stakeholders.
Ensure high levels of customer satisfaction through clear and proactive communication.
Lead, coach, and support L1 and L2 engineers to deliver effective service and achieve performance targets.
Motivate the team and promote a positive, collaborative work environment.
Conduct interviews, participate in hiring decisions, and support onboarding for new team members.
Conduct regular 1:1 meetings and performance reviews.
Provide constructive feedback and support skills development and career progression.
Create and manage shift schedules, leave requests, and capacity planning to ensure adequate coverage.
Provide escalation guidance to engineers and handle high-priority tickets.
Act as Major Incident (MI) manager for P1 incidents.
Oversee escalation processes, ensuring SLAs are met and service quality remains high.
Work closely with other departments and Team Leads to expedite requests and resolve technical issues.

Requirements

Experience in an IT support role, with 23 years in a leadership or supervisory position.
Strong technical knowledge across IT systems, networks, and software.
Excellent organisational, communication, and interpersonal skills.
Ability to manage multiple tasks, priorities, and projects simultaneously.

Qualifications

Bachelor’s degree in IT, Computer Science, or a related field
ITIL Certification or strong understanding of IT Service Management (ITSM) practices
CompTIA A+ or Network+
Microsoft Certified: Azure Fundamentals

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How to Apply

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About Other IT/Computer Jobs in Kwazulu-Natal

The IT and computer industry in Kwazulu-Natal is generally thriving, with a strong demand for skilled professionals to drive technological advancements and support business growth. Typically, the job market is characterized by a high level of competition, with many talented individuals vying for positions in this field. Commonly, this competitiveness results in attractive salary packages that reflect the industry’s value.

Salary ranges for IT and computer professionals in Kwazulu-Natal can vary widely depending on factors such as experience, company size, and industry sector. Typically, entry-level roles may command salaries within the range of R300 000 to R600 000 per annum, while senior positions or those in larger companies can expect salary ranges of up to R1 million or more. Experience, qualifications, and specific job requirements often influence actual salaries, so it is essential to research market rates for your desired role.

Common skills required for IT and computer professionals include proficiency in programming languages such as Java, Python, or C++, strong understanding of data structures, algorithms, and software engineering principles, and experience with cloud computing platforms like AWS or Azure. Additionally, many employers require IT professionals to possess excellent problem-solving skills, be able to communicate technical concepts effectively, and have a strong foundation in computer systems and networking fundamentals.

The IT and computer industry is a significant contributor to various sectors in Kwazulu-Natal, including the financial services sector, technology industry, manufacturing sector, and more. These industries often require skilled professionals to support their digital transformation initiatives and maintain competitiveness in today’s fast-paced technological landscape.

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Career development opportunities for IT and computer professionals in Kwazulu-Natal are numerous, with many institutions offering training programs, certifications, and apprenticeships to enhance skills and knowledge. Typically, career progression involves taking on more senior roles, specializing in specific areas of expertise, or transitioning into leadership positions.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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