Internal Support Team Lead

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Summary of Job:

This opportunity deals with day to day management of the internal support team. Ensures the internal support case queues are effectively managed resulting in timeous response and resolution of cases. Acts as an escalation point for internal support customers requiring assistance. Provide advanced technical support assistance to the team as and when required.


People Management:

Develop Support staff through effective onboarding, coaching, performance feedback and guidance

Lead staff effectively to balance individual, team, departmental, and organizational goals and obligations

Ensure optimal team capacity at all times

KPI management


Process & Policy Drafting and Implementation:

Works with relevant stakeholders to draft policies required to address business need

Ensures processes and policies and implemented as and when required

Ensures policies are adhered to and takes relevant action in the event of failure to observe


Budget Management:

Monitors allocation and use of company software licenses

Actively looks for and implements cost savings without impacting business



Asset Management:

Ensures optimal stock levels across all hardware requirements

Assesses hardware requests based on department need

Ensures accurate asset register is maintained at all time
Technical Lead:

Provides advanced technical support as and when required by the team

Identifies and provides technical training to team and staff

Reviews and proposes technology changes to improve business operations


Education and Experience:

Minimum 2 years in a similar role

IT Diploma or equivalent in work experience

Excellent communication skills

Passionate about delivering outstanding customer service



What you'll get from us:
A high growth company that is rapidly emerging as a leader in the South African Edtech space

Continuous training with opportunities for professional development

A deep commitment to fostering a great work-life balance

A huge support system

The opportunity to continue your own education: we pay for two continuing education GetSmarter short courses a year for every GetSmarter employee



Why It’s Great to Work at GetSmarter

GetSmarter offers a high-energy work environment that’s both challenging and fun. We work hard, but our office is a social place. We believe that a community of motivated, healthy and happy employees is key to a thriving team. This is why we place huge importance on the culture at GetSmarter and creating an environment that brings out the best in our team.


Benefits

GetSmarter offers a comprehensive benefits package:

Subsidised medical aid

Subsidised healthy meals and in-house canteen

Subsidised in-house biokineticist

Free gym

Generous paid leave policies

Free enrolment in two GetSmarter-powered online short courses annually

Continuous professional development through our Sales Training Academy

A complimentary caffeine kick every morning and afternoon, made by our in-house barista

Fun theme days and spontaneous activities planned by our culture squad



About GetSmarter and 2U Inc. (NASDAQ: TWOU)
GetSmarter is an online education company based in Cape Town. We collaborate with leading universities globally to offer premium continuing education short courses that allow working professionals to expand and update their skill set, and advance their careers. In 2017, GetSmarter was acquired by 2U, Inc, a leader in the online higher education market.

2U partners with great colleges and universities to build what we believe is the world’s best digital education. Our platform provides a comprehensive fusion of technology, services and data architecture to transform high-quality and rigorous campus-based universities into the best digital versions of themselves. 2U's No Back Row® approach allows qualified students and working professionals around the world to experience a first-rate university education and successful outcomes. To learn more, visit 2U.com.

1 day ago

Job ID : , #497, 24 views,

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