Technical Support Team Lead

We’re seeking an experienced Technical Support Team Lead to oversee our technical support team and deliver impressive system presentations and demos. The ideal candidate will have a strong technical background in Enterprise Resource Planning (ERP), Risk Management Systems, Payment Systems, Telephony, CRM and Software as a Service (SaaS), leadership experience, and excellent communication skills.

Key Responsibilities:

Lead and manage a team of technical support professionals
Deliver engaging system presentations and demos to technical and non-technical audiences
Provide technical expertise and guidance to the team on ERP, Risk Management Systems, Payment Systems, Telephony, CRM and SaaS
Develop and implement technical support processes and procedures
Collaborate with cross-functional teams to resolve complex technical issues
Provide 2nd line support to clients both internal and external
Track support issues and analyse them from an incidence, problem and change management perspective
Provide period reports to management and advise on areas of customer concern

Requirements:

Degree in Computer Science, Information Technology, or related field
Certification in ITIL will be an added advantage
 Minimum 4-7 years of experience in technical support, software development, or a related field, with experience in ERP, Risk Management Systems, Payment Systems, Telephony, CRM and SaaS
Proven leadership experience and ability to manage complex projects
Excellent presentation, demonstration, and interpersonal skills
Familiarity with industry trends, best practices, and standards

Nice to Have:

 Experience with specific ERP systems (e.g., SAP, Oracle)
Knowledge of risk management frameworks and payment system regulations
Experience with cloud-based technologies and SaaS platforms

What We Offer:

Competitive salary and benefits package
Opportunities for professional growth and development
 Collaborative and dynamic work environment

If you’re passionate about technology, leadership, and delivering exceptional support, we’d love to hear from you! Please submit your resume and a cover letter detailing your qualifications and experience to careers@bgsgroup.co.zm. Include “Technical Support Team Lead Application” in the subject line.