Overview We are currently looking to recruit a talented Support Team Leader who can manage and motivate a team, has a passion for customer service, and excels in their role. This role involves the day‑to‑day management of a Technical Application Support team. As Team Leader you will be responsible for ensuring the team performs to the highest levels and SLA commitments are met with exceptional customer service. You will need to have strong communication skills, both written and verbal, and the ability to take ownership of incidents while prioritising and resolving issues effectively. The role is a player/lead role where you will work on client tickets as well as lead the team. Working hours are UK hours between 08:30 to 18:00 Monday to Friday, with UK public holidays observed. The role is based in the Cape Town office and operates a hybrid working model with 3 days of working from home per week. Role and Responsibilities Managing day‑to‑day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible. Working to business objectives. Leading and developing staff, maintaining high standards, recognising strengths and weaknesses, mentoring, coaching, and maintaining high morale. Serving as point of contact for the team and escalations. Ensuring customer satisfaction targets are exceeded. Ensuring training plans are clear and output driven. Ensuring all SLAs are adhered to. You Will Be Able To Demonstrate excellent customer service skills. Effectively manage a team whilst maintaining positive working relationships. Show flexibility in the role and lead teams at different sites. Develop effective working relationships with the client. Demonstrate strong written and verbal communication skills. Ensure knowledge management is improved. Understand and articulate the company’s goals and strategies to the team. Requirements Proven track record in delivering an excellent service. People management experience. Experience in continual service improvement. Excellent problem‑solving skills with ability to identify root cause and implement controlled changes. Passion for personal development and flexibility in travel and project involvement. Excellent time management skills with ability to manage conflicting priorities. Previous experience leading a technical support team. Benefits Office breakfasts, quarterly lunches and virtual social events. Medical Aid Scheme. Competitive Personal Pension plan. Parental Leave benefit. 25 days of annual leave plus public holidays and 16 hours of Flex Time Off. Tuition Reimbursement Schemes. Flexibility to work from anywhere in the world for two weeks out of the year. Equal Opportunity Statement MRIs proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that belonging is a direct result of diversity, equity, and inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. #J-18808-Ljbffr