IT Support Team Lead - Cape Town, South Africa - SUMMIT Africa Recruitment
Description
The IT Support Team Leader will be responsible for leading a team of IT support technicians in providing technical assistance and support to our employees.
The role will oversee the day-to-day operations of the IT support team, reporting, including ticket management, problem resolution, and system maintenance.
They will also be responsible for ensuring the team delivers high-quality customer service, meets service level agreements (SLAs and OLA's), and follows established policies and procedures.
***Duties and Responsibilities (Include, but is not limited to):
-
Maximize equipment up - time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
- Manage Service Delivery teams and responsible for monitoring all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of service desk functions.
- Engage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against them
- Lead, supervise, and motivate a team of support technicians to deliver highquality technical support.
- Manage and prioritize support requests and escalate issues as necessary.
- Provide daily direction and communication to Team Members to ensure connect(helpdesk) tickets are answered in a timeous and efficient manner.
- Ensure SLAs ,OLA's and KPIs are met and regularly report on team performance.
- Collaborate with other departments and stakeholders to identify and resolve technical problems.
- Continuously improve processes and procedures to enhance the effectiveness and efficiency of the support team as well as understand and adhere to all company policies.
- Stay up to date with industry trends and technologies and make recommendations for updates and upgrades as needed.
- Understand and adhere to all company policies.
- Provide cover 1st/2nd line level on calls and tickets that come through.
- Efficiently onboard new clients according to Ascensos standards
- Perform all duties with strict adherence to PCI DSS, GDPR and POPI standards.
- Take ownership of all the single user incidents, keep the tickets updated till those are resolved.
- Report downtime and complete incident reports when it occurs.
- Ensure that the asset register is kept up to date and performs required inventory duties.
- Ensure all relevant IT equipment is asset tagged.
- Ensure end user machines are compliant against Ascensos global standards.
- Recording statistics and performance levels and preparing reports
- Perform all User Management Tasks e.g processing new users, leavers and CODs
Key Requirements:
Qualifications and Experience
- Diploma in IT or similar (Essential)
- Minimum 35 years proven management experience in an IT Service Desk/service delivery or similar role (Essential)
- Minimum 5 years' experience in a technical IT role
- Essential
- BSc Computer Science Degree, IT Diploma, MCSE, CompTIA Certification or similar
- Desired
- ITIL Foundation certification is advantageous. (Desired)
- Driver's License & Own Car (Compulsory)
- Excellent technical knowledge of common desktop and network operating systems and hardware
- Must have a good understanding of networking concepts e.g., IP Addressing, VLANs etc.
- Excellent understanding of Microsoft Applications, and Office 365 environments
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