Job Description

JOB PURPOSE

The role of the Support Team Leader is to oversee a team of analysts who are tasked with incident management, ad hoc billing, quality assessing (QA) training and facilitating, coaching and Service Desk administration. The Support Team Leader is responsible for the supervision of the staff; contributing to the generation of ad hoc proposals, assessing quality of reporting, overseeing QA efforts, training initiatives, and validating the integrity of the data related to incidents. Moreover, the Support Team Leader is responsible for people management concerning adherence, transgressions, and progressive discipline.

KEY RESPONSIBILITIES

TEAM LEADERSHIP (20%)

Lead, mentor, and motivate a team of Analysts, Administrators, Trainers, and Coaches.

Set clear goals and objectives for the team and individual team members.

Ensure adequate staffing levels and manage scheduling to meet service level agreements.

Demonstrate consistent application of internal procedures.

Ensure all employees follow agreed policies and procedures.

Manage subordinates' performance, taking corrective action (in line with Code of Conduct) when staff's conduct or performance is not in line with company standards and supply feedback to management Identify training needs and train subordinates.

Motivate, counsel and mentor subordinates.

Conduct monthly staff and team meetings.

Continually supply feedback at all levels

Authorize ad hoc administration requests.

Ensure correct maintenance and administration of all systems.

Supply regular feedback to staff and management on monthly reports.

TECHNICAL SUPPORT AND CUSTOMER SERVICE (10%)

Ensure that excellent customer service is upheld for internal and external stakeholders.

Act as an escalation point for challenging for the Analysts, Administrators and Trainers

Motivate, counsel and mentor subordinates.

Conduct monthly staff and team meetings.

Continually supply feedback at all levels

Authorize ad hoc administration requests.

Ensure correct maintenance and administration of all systems.

Supply regular feedback to staff and management on monthly report

Proactively encourage a customer service focus in the department

Conceptualize QA and Incident initiatives to promote continuous improvement of customer service.

Identify deteriorating customer-service within the environment and intervene directly or by escalation.

Regularly update all internal and external stakeholders with progress-information and estimated times to completion on all escalations.

Manage customer perceptions.

Professionally respond to and assist with all interna and external stakeholder queries.

Handle customer complaints and escalations with professionalism and empathy.

Develop and implement customer service standards and best practices

OPERATION MANAGEMENT AND PROCESS IMPROVMENT (10%)

Identify opportunities to streamline Support Team processes and improve efficiency.

Work with cross-functional teams to implement process improvements.

Stay up to date with industry best practices concerning QA/Incident/Billing

Ensure processes and procedures are followed according to agreed service times, regarding deliverables.

Find areas of deficient performance and find effective solutions to resolve issues both in the immediate future and for the longer term.

Provide single point of contact for support escalations and work through to resolution.

To act as information and skills broker between agents and higher qualified and/or experienced resources

Ability to creatively address problems and follow proposed solutions through to completion.

To find and highlight best practices in support management through continuous assessment.

To communicate and be the focal point for the dissemination of information from management to the team and vice versa

ANALYSIS AND REPORTING (10%)

Review all ad hoc proposal for all corporates and supply signoff.

Evaluate corporate figure report and offer signoff before dissemination to CEO.

Review monthly ticketing report, daily open ticket report and periodic SLA status report.

Review the telephony spill over report, QA report and trend analysis report.

PERFORMANCE MANAGEMENT (10%)

Ensure team performance is in line with client KPI's.

Manage and support all staff performance documents and performance reviews. accurately and within required deadlines

Conduct regular performance evaluations and provide constructive feedback.

Foster a collaborative and inclusive team culture.

Ensure team perform in line with quality monitoring standards, achieving internal quality benchmark and customer metrics.

Conduct performance appraisals for the team, naming 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.

Respond or manage response to challenges regarding agent performance.

TRAINING AND DEVELOPMENT (10%)

Identify training requirements for team members & escalate to manager.

Provide guidance & 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.

POLICIES AND PROCEDURES (5%)

Adhere to Stowe's company policies and procedures code and regulations.

conform to the reasonable instructions of any employee in authority over yourself, which is not stipulated in your job description.

Familiarize yourself with relevant policies and procedures pertaining to the role.

Implement, maintain, manage the cascading of and adheres to all relevant Stowe policies & procedures to team members.

Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.

MINIMUM REQUIREMENTS

Relevant certifications such as CompTIA A+ N+

Degree/ Diploma in IT or equivalent advantageous

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

Job Type: Full-time

Pay: R15000,00 - R19000,00 per month

Work Location: In person