{"id":2726342,"url":"https://alion.io/job/sbv-services-first-line-support-team-leader","title":"First Line Support Team Leader","company":{"id":3894773,"name":"SBV Services","domain":"sbv.co.za","url":"https://alion.io/company/sbv-services","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"MCI DirectHire","truth_index":{"grade":"A","score":88,"open_postings":14,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":56000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":20},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T12:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T06:18:41Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Description\nLooking for a First line support team leader that will be responsible for resolving incidents, requests, events, backups and alerts from various polling and\nmanagement tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order\nto achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and\nimprove customer experience and Service Level Agreements. Understand the Service Desk Application and\nbe able to escalate or handle escalated calls for positive results.\nManage Staff in Order to Achieve SLA and OLA Requirements\nProvide Support and Diagnostics Relating to Various PC/Workstation Requirements and OtherRelevant Queries.\n\nAssist With the Installation, Maintenance and Management of All Related Software and Hardware\nAdhere to the Relevant Policies and Procedures\nCreate and Maintain Relevant Registers and Reports\nProvide Professional and Efficient Communication to All Internal and External Stakeholders\nLead as an Ambassador and executor of Change\nAct as a change management agent in periods of change to ensure continuity to operations\nManage the integration of Facilities and Infrastructure into a seamless end to end solution for\ncustomers\nEffectively communicate and embed new processes and procedures as they occur addressing or\nescalating matters / concerns to the SME’s (subject matter experts) when required\nFacilitate the necessary presentations, workshops or forums to ensure consistent and accurate\ncommunication is given across one’s centre/s\nRequirements\n5 years proven experience in service delivery management, of which: 1 year in creating and\nimplementing Service Operating Processes for technical teams to improve service delivery and 2\nyears’ Desktop Support experience.\nIntermediate Microsoft Office knowledge (Microsoft Outlook, Word, Excel)\nPrevious experience in:\no ISO 2000 Standard (Advantageous) o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)(Advantageous)o Call centre experience (Advantageous)\no Service Desk Application (Advantageous)\n7 years’ proven experience in service delivery management, of which: 2 years in creating and\nimplementing Service Operating Processes for technical teams to improve service delivery and 3\nyears’ Desktop Support experience.\nAdvanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)\nPrevious Experience in:\no ISO 2000 Standard (Advantageous)\no COBIT 5 (Advantageous)\no Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)\n(Advantageous)\no Call centre experience (Advantageous)\no Service Desk Application (Advantageous)","description_format":"text","description_chars":2675,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Security Services"],"lifecycle":[{"event":"open","at":"2026-10-16T16:25:35Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely 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