Job Description

Job Summary

JOB DESCRIPTION

• The IT Team Leader will play an integral role in driving the support team to deliver on agreed SLA targets
• Communicates company goals, safety practices, and deadlines to the IT team
• Motivates team members and assesses performance
• Keeps management updated on team performance
• Communicates concerns and policies among management and team members
• Responsible for facilitating Daily Team huddles, prioritizing tasks based on business requirements as well as being accountable for performance of Team goals

KEY PERFORMANCE AREAS

• Maintains service and quality levels according to the company's business standards, processes and procedures
• Document Standard Operating procedures and processes relating to client specific systems
• Manages the client's expectations with regards to break-fix calls and service requests
• Develops and maintains a professional working relationship with the client on behalf of the company
• Resolves all calls logged by the Call Centre Agents and Back Office staff, relating to desk-top issues and ensuring done within SLA
• Escalates calls to the relative parties
• Install's Desktop and Server Platforms
• Confirms Call resolution with client before resolving of the call
• Investigates and reports on incidents relating to server, desktop and telephony queries and systems
• Liaises with 3rd party vendors to resolve escalated and problems and queries
• Coaches and provides ongoing support of direct reports
• Manages direct reports' performance
• Documents direct reports' Personal Development Plans
• Provides regular feedback on performance
• Develops performance promises for all direct reports and conducts midyear and annual performance reviews
• Ensures that all Human Resources policies and procedures are observed
• Convenes regular Client Contract Manager and service provider meetings to monitor and enhance performance and maintains highest customer satisfaction
• Conducts and provides monthly care reports to Client Contract Manager
• Provides monthly and quarterly reports
• Conducts continual service improvement studies within the environment
• Drives standards such as ITIL and ISO within the CSA business and ensures adherence to best practices
• Understands the customer business and processes
• Constantly reviews existing processes and improves where necessary
• Implements policies, processes, procedures, and workflow instructions
• Ensures the Operations are supported in a standardized and consistent manner
• Implements, maintains, and manages the cascading of all relevant company policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site
• Ensure safe working practices are adopted by themselves and other employees in their work areas to maintain a safe working environment for employees and clients. These are defined in the staff handbook
• Work in compliance with the code of conduct of the company and its commitment to equal opportunities

Implement and practice the Company Values through practical application of the behaviours required as a VALUES champion

MINIMUM REQUIREMENTS

Minimum Qualification:

• Matric Minimum (Grade 12)
• Diploma or university degree in the field of computer science and/or minimum of 2 years equivalent work experience
• Industry certifications, this can include A+, N+ and/or MCTS/MCITP

Minimum Experience:

• Experience working in a fast-paced and structured environment is an advantage (Quality Assurance principle)
• 2 years IT Team management experience preferably in the BPO Industry

KEY COMPETENCIES

Skills and Abilities (what must I be able to do / display)

• Working with people
• Persuading and influencing
• Coping with pressures and setbacks
• Commercial awareness
• Relating and networking
• Structured thinking
• Strategic management
• Methodical approach
• Commitment to Customer Excellence
• Business acumen
• Ability to conform to policy and procedure
• Team Management
• Decision making and prioritization
• Excellent organizational abilities
• Outstanding communication and people skills
• Must be willing to work after hours, on weekends and be on standby when necessary
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution.
• Makes quick, clear decisions which may include tough choices or considered risks.
• Listens, supports and cares for others and shows empathy
• Relates well to people at all levels

IMPORTANT

• The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role
• All shortlisted candidates will be subject to clear vetting checks (ITC/Criminal/Qualification)
• We adhere to the principles of the Employment Equity Act and preference will be given to designated groups

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