Website Ntice Sourcing Solutions
Ntice looks to improve efficiencies within the recruitment industry through automating manual processes and procedures, allowing businesses to drastically reduce the cost of advertising, agency spend and size of back office recruitment teams. Recruitment is an expensive component of any business … read moreTalent Attraction Strategy. Ballito, Dolphin Coast, 4399, South Africa
Job Description
Are you a client-focused IT professional who thrives on building relationships, leading high-performing teams, and delivering exceptional service? We’re seeking an Onsite Team Leader to oversee a team of engineers supporting multiple client environments, ensuring world-class ICT delivery, operational excellence, and client satisfaction
In this role, you’ll act as both a strategic leader and a trusted client partner, managing SLA performance, resolving escalations, and maintaining strong communication between technical teams and business stakeholders.
This position requires a confident, service-oriented personality with the ability to manage diverse priorities while motivating and developing a skilled technical team
Duties and Responsibilities
Manage end-to-end onsite service delivery, ensuring SLA compliance, service consistency, and client satisfaction
Lead, mentor, and develop onsite engineers and team leads, fostering accountability and professional growth
Serve as the key client interface, building strong, trust-based relationships and providing clear, solution-driven communication
Oversee resolution of complex technical issues, conducting root cause analysis and implementing preventative measures
Represent onsite teams in client governance and risk review meetings, presenting operational insights and improvement plans
Monitor service performance trends, identify recurring issues, and implement process and efficiency improvements
Collaborate cross-functionally with Service Delivery and Account Managers to identify optimisation and cost-saving opportunities
Prepare and present operational reports, SLA dashboards, and governance summaries for both internal and client stakeholders
Promote a culture of professionalism, ownership, and continuous improvement within the onsite service teams
Minimum Requirements:
Minimum 5 years’ experience in IT support roles, with at least 2 years in a leadership or team management position
Strong understanding of Microsoft 365, networking, and infrastructure fundamentals
Proven experience managing teams and client escalations within an MSP or ICT service delivery environment
Confident communicator with excellent interpersonal and presentation skills, capable of engaging with senior stakeholders
Demonstrated experience in client-facing environments, balancing technical performance with relationship management
Knowledge of ITIL frameworks and service governance (certification advantageous)
Experience in risk management, SLA reporting, and operational performance tracking
Financial and commercial awareness with exposure to budgeting or cost management preferred
Valid driver’s licence and reliable transport required
Working Model
Hybrid role: a mix of on-site client visits and office-based coordination
After-hours availability may be required for escalations or governance meetings
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Apply via company website ( http://www.nticesearch.com ) or