Mr Price Group is looking for an IT Support Team Lead (Service & Ops) to oversee the Computer Operator team within the technology division. This team plays a vital role in ensuring IT stability by monitoring systems, troubleshooting issues, and managing critical jobs, data transmission, and environmental risks. The role requires strong leadership to drive operational efficiency, minimize downtime, and optimize processes.

Key Responsibilities

Team Management:

• Prioritize and communicate workflow expectations to the monitoring and data processing team.
• Distribute workload effectively to achieve set targets.
• Provide coaching, mentoring, and continuous feedback to support team development.

Stakeholder Engagement:

• Communicate incident and problem status updates to key stakeholders.
• Drive root cause analysis (RCA) reporting and ensure mitigation plans are implemented.
• Work with teams to identify recurring issues and implement strategies to reduce repeat incidents.

Incident and Problem Management:

• Oversee incident workflows and direct tasks to the team for resolution.
• Analyze logged incidents to detect patterns and enhance system stability.
• Ensure vendors meet support deliverables and align with service expectations.

Qualifications & Experience

• Diploma or Degree in IT.
• 3-5 years of experience in:
  • IT support with a focus on server and data monitoring.
  • Team management, including performance and career development.
  • Vendor and business stakeholder engagement.
  • Driving innovation and improving team efficiencies.
  • Resolving complex IT problems to enhance system stability.