Service Desk Team Lead – 1st Line (CPT Onsite)

SUMMARY:
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POSITION INFO:
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.