About the position
ENVIRONMENT:
YOUR strong leadership and technical ability are sought to fill the role of a Service Desk Team Lead for a dynamic provider of innovative Software & Systems. You will manage a team of Line 1 Service Desk personnel, efficiently allocating incoming requests to the team, prioritising actions and monitoring team resources so that customer deadlines are met. The Team Leader plays a crucial role in ensuring the efficient and effective functioning of the team and the delivery of high-quality technical support. The successful candidate will need a Degree/ Diploma in Management or equivalent and preferably Certifications such as CompTIA A+ N+ with 5 years of experience as a Help Desk Technician or related positions in call centres, customer service, or IT & at least 2-3 years' experience as a Supervisor/Team Leader. You will also require proficiency in troubleshooting techniques and familiarity with operating systems and software management.
DUTIES:
Team leadership, policies and procedures (20%) -
- Lead, mentor, and motivate a team of Systems Technicians and Systems Engineers.
- Set clear goals and objectives for the team and individual team members.
- Ensure adequate staffing levels and manage scheduling to meet service level agreements.
- Implement, maintain and manage the cascading of and adhere to all relevant Stowe policies & procedures to team members.
- Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.
Technical Support and Customer Service (20%) -
- Provide hands-on technical support for complex requests.
- Act as an escalation point for challenging technical problems.
- Ensure timely and efficient resolution of service requests and incidents.
- Ensure an elevated level of customer satisfaction by delivering excellent service.
- Monitor service desk queues and prioritize work to meet service level targets.
- Proactively encourage a customer service focus in the department.
- Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
- Regularly update all customers with progress-information and estimated times to completion on all escalations.
- Manage customer perceptions.
- Professionally respond to and assist with all customer queries.
- Handle customer complaints and escalations with professionalism and empathy.
- Develop and implement customer service standards and best practices.
Operation Management and Process Improvement (20%) -
- Identify opportunities to streamline service desk processes and improve efficiency.
- Work with cross-functional teams to implement process improvements.
- Stay up-to-date with industry best practices and emerging technologies.
- Ensure processes and procedures are followed according to agreed service times.
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Assign calls to appropriate team member according to skills level – Call Allocation.
- Provide single point of contact for technical escalations and take ownership.
- Act as information and skills broker between agents and higher qualified and/or experienced resources.
- Escalation of problems or breaches of all calls to your manager.
- Ability to creatively address problems and follow proposed solutions through to completion.
- Identify and highlight best practices in support management through continuous assessment.
- Communicate and be the focal point for the dissemination of information from management to the team and vice versa.
Analysis and Reporting (20%) -
- Analyse and summarize reports on SLA targets.
- Trend analysis on root causes and ticket categories, incident rates and similar.
- Compile and publish daily, weekly and monthly reports as required.
- Collate and Publish Weekly incident analysis and escalate where applicable.
- Critical calls root-cause analysis weekly.
- Provide pending List feedback daily.
- Publish Repeat Call Analysis weekly.
- Review and record Ticket Scoring conformance weekly.
- Collate Onsite verification weekly.
- Compile monitoring of Repeat call journal.
- Complete monitoring of Onsite Template.
Performance Management (15%) -
- Ensure team performance is in line with client KPI’s.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a collaborative and inclusive team culture.
- Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metrics.
- Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
- Ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
- Provide quality conformance feedback weekly (but daily monitoring and policing).
- Missed SLA processing daily.
- Respond or manage response to challenges regarding agent performance.
Training and Development (5%) -
- Identify training requirements for team members and escalate to manager.
- Provide guidance and coaching to team members.
- Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades)
- Ensure all technical tips & tricks, 3rd level diagnostics are documented and available.
- Team-specific training weekly and as required.
REQUIREMENTS:
Qualifications –
- Degree/ Diploma in Management or equivalent.
- Relevant Certifications such as CompTIA A+ N+ advantageous.
Experience/Skills -
- Minimum of 5 years of experience as a Help Desk Technician or related positions in call centres, customer service, or IT.
- Minimum of 2-3 years' experience as a Supervisor/Team Leader.
- Knowledge of ITIL or other IT service management frameworks is a plus.
- Familiarity with operating systems and software management.
- Proficiency in troubleshooting techniques.
- Valid South Africa ID.
ATTRIBUTES:
- Attention to detail.
- Mentoring and coaching.
- Report writing.
- Remote diagnostics.
- Remote support.
- Prioritising.
- Initiatives and Self-motivation.
- Interpersonal relationships.
- Professionalism.
- Good written and verbal Communication skills.
- Good time-management.
- Technical skills.
Desired Skills:
