End User Computing Team Lead

SUMMARY:
PURPOSE: 

The purpose of an Infrastructure Team Lead is to oversee and manage a team responsible for maintaining, troubleshooting, testing, and deployment of devices of an organization or a client. The team lead is typically responsible for planning, organizing, and coordinating the work of the infrastructure team, as well as communicating with other teams within the organization.  The infrastructure team lead's role may include a variety of responsibilities, such as managing the deployment of new technology, monitoring the performance, coordinating upgrades and maintenance, and ensuring that security protocols are in place and being followed.

POSITION INFO:
FORMAL EDUCATION:

• Grade 12
• IT Qualification/Diploma/Degree

• 5 - 7 years IT related experience
• Understanding of Service Level Agreements
• Customer Service Management

• CompTIA A+ 
• CompTIA N+
• CompTia S+
• Relevant OEM certifications (HP, Dell, Lenovo)
• ITIL v3/4 Foundation Certification (advantageous)

• Management of Field Service Staff
• Financial management in line with budgetary requirements
• Ensure team adherence to processes and policies
• Management of all assigned assets (team)  
• Logistical management - Field service component
• Manage Leave Quota (team)
• Achieve productivity targets as set out in KPIs
• Facilitate team meetings at branch level
• Continuous learning through OEM certification and relevant training offerings 

• Maintain acceptable billability ratio    
• Responsible for application and maintenance of assigned equipment
• Manage operational expenses
• Keep accurate record of related items (cell phone, over time, etc.) 
• Manage and control boot-stock
• Maintain an area set aside for stock
• Receive and perform initial inspections
• Responsible for safety of stock in area
• Ensure the warranty repair claims are processed   

• Ensure adherence to contractual deliverables
• Oversee the delivery and quality of operational services as per contract
• Oversee the build, testing and deployment of quality services and service components. Guide technical team to meet requirements through resource/task guidance and domain knowledge transfer
• Assess and mitigate risk, identify critical service and system dependencies and define/implement appropriate countermeasures. Proactively escalate unresolved issues to stakeholders

• Interpret requirements and transforming into technical solutions and documentation
• Perform roll-out planning including method of deployment. Oversee technical solution build and configuration
• Ensure overall unit testing occurs. Define and report on outstanding known errors and workarounds. Contribute towards technical solution communication and training. Oversee technical solution distribution and installation
• Provide technical and application guidance and support throughout the deployment process, including known errors and workarounds

• Coordinate initial support in response to incidents and events detected within a new or changed technical solution

• Scan and audit environment to ensure conformance to processes and standards
• Second line support environment improvement and maintenance
• Monitor environment and recommend/action improvements. Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
• Oversee and provide input into Gijima's Way of Work around technical environment
• Ensure that technical and operational documentation is up to date and properly utilised

• Leadership
• Communication
• Conflict Resolution
• Time Management
• Delegation
• Empathy
• Continuous Learning
• Accountability