IT Service Desk Team Lead at Datacentrix

• Datacentrix is looking for an IT Service Desk Team Lead who has experience managing a technical Service Desk team for atleast 5 years and providing exceptional customer service.  The ideal candidate will be able to balance the needs of the customers with the resources and will have a strong understanding of IT Service Management best practices and have a strong technical background.

Minimum Requirements:

• Matric and ITIL certification
• Ability to build relationships with client representatives, service providers and other areas within Service Management.
• 5 years related experience within an IT Service Desk environment
• Knowledge of helpdesk operation
• Proven experience in managing a high call volume Service Desk
• Demonstrable experience of working in an IT Service management capacity
• Proven people management skills
• Experience in managing and leading a diverse Service Desk team
• Proven ability to work independently and as a team member
• Proven track record in managing defined SLA’s and OLA’s

Responsibilities:

• Coaching of Service Desk staff
• Continuously analysing, evaluating, checking and measuring the performance of the 1st Level support staff.
• Responsible for all incidents being resolved within the defined time as per agreed business SLA
• Follow up with management both internally and externally with regards to service providers to ensure related queries / issues have been resolved timeously
• Ensure the Service Desk staff respond to customer queries and provide feedback timeously
• Actively find ways to improve customer service and encourage to act accordingly
• Provide reporting to the Service Desk Manager
• Conduct regular format quality checks to gauge quality of incident details and resolutions
• Understanding of service management disciplines and the required deliverables.
• Ensure quality and profitable services are provided by the Service Desk in accordance with the Service Catalogue and agreed SLA’s and OLA’s
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
• To ensure that staff are managed effectively and comply to standing processes and procedures and based on these produce output in accordance to their defined KPI’s
• Provide an escalation point for critical support issues
• To ensure that regular PRO-ACTIVE measures are put into place daily/weekly/monthly to reduce potential user complaint areas
• Oversees day to day Service Delivery
• Management reports to be compiled on a daily/ weekly/ monthly basis
• Enforcing contractual obligations
• Manage incident life cycles from start to completion 
• Manage the data integrity of the call system
• Allocate work and staff to specific job roles and outcomes
• Appraise staff performance every 6 months
• Defining staff objectives against KPI’s
• Responsible for the provision of guidance to operational staff in the creation of work processes and procedure writing
• Maximising team productivity
• Ensuring service delivery to the business through monitoring of SLAs
• Managing and guiding staff to enable optimal service delivery
• Management of escalated incidents and communication with related teams, business and external vendors
• A strong commitment towards professional service delivery
• The ability to work in a high-pressure environment
• Excellent presentation skills and the ability to communicate effectively at all business levels
• Experience in mentoring and coaching individuals
• The ability to measure quality of calls logged (voice and incidents)
• Good planning and time management skills
• Good problem solving skills and strong attention to detail
• Creates awareness of the company's strategic objectives and their alignment to the department and objectives
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Ensures appointments are in line with EE targets / strategy
• Develops and empowers people, recognizing and rewarding value-added performance
• Identify, manage and develop talent
• Report to customers and management on outputs and trend analysis

Closing Date: 30 April 2023