Helpdesk Team Leader (IT Support)

My client based in Parktown is seeking a Helpdesk Team Leader to join their team. The successful encumbant will be managing a Team of Held Desk Engineers that offers user support, desktop support and system support.

Responsibilities:

• Day-to-day management of support calls
• First, Second and Third Line support
• Actively investigate methods of reducing support calls
• Actively manage team delivery and adherence to SLA
• Create standard operating procesdures for all activities of the help desk
• Manage and coach team members
• Team Management, including performance management and skills management
• Client service
• Ensuring SLA's are met 
• Prioritise urgent calls
• Assign and manage calls to technicians
• Proactive managament of technical issues
• Handling escalations and ensuring client satisfaction

Characteristics:

• Team Player
• Coach
• Process Champion
• Customer Champion
• Consultant
• Risk Mitigator
• Solutioner
• Knowledge Manager
• Capacity Creator
• Relationship builder
• Change Leader
• Strategiser

Experience:

• 4 - 8 years in discipline

Skills:

• Indepth knowledge of the Windows Operating System and application stack
• This includes, Outlook, Office, Active Directory and Filserver.
• Basic understanding on networking, windows servres and VPN.
• Postive attitude, Problem Solver, Strong leadership skills and Driver.
• Microsoft stack of application. Apple advantagious

Qualifications:

• Matric
• Relevant tertiary qualifications (Advantageous)
• MCSE (Essential)
• A+ (Essential)