Team Leader: Service Desk Technology Services at Capitec Bank

Purpose Statement

• To effectively lead the Service Desk Technology Services team to contribute to the business objectives by enabling agents to meet agreed set targets while focusing on internal client service and support.

Duties

• Responsible for all aspect of the day-to-day delivery, prioritization and operations of the service desk.
• Plan, organize, lead and control to ensure objectives and goals and SLAs are achieved according to business requirements.
• Support the manager: Service Desk Technology Services in recruitment of team members as required.
• Responsible for development, supervision and performance management of technical support agent, and support specialist teams.
• Stakeholder engagement and relationship management 
• Create accurate management reporting information
• Hardware Branch user Support.
• Coordinate Vendors and Suppliers.

Reporting Line
The Job Holder has direct reports within the IT Hardware Branch Support Team

• Technical Support Agents
• Support Specialists

Experience
Minimum:

• At least 3 - 5 years’ proven contact centre experience 
• IT User support Experience
• In an environment which required validating work

Ideal:

• Experience in a technical support environment
• Capitec Bank experience
• 1-2 years having responsibility for oversight and/or leadership of people
• Previous people management or supervisory experience

Qualifications (Minimum)

• A relevant tertiary qualification in Information Technology - Computer Science
• Qualifications (Ideal or Preferred)
• Diploma in Information Technology

Knowledge
Minimum:

• Contact Centre Operations
• Stakeholder relationship engagement and management
• Responsibility for delivery in a fast moving environment
• Functional experience relevant to service support
• People management principles and practices
• Business acumen

Ideal:

• Previous people management or supervisory experience
• Basic knowledge of Industrial Relations

Skills

• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills
• Attention to Detail
• Change Management Skills
• Negotiation skills
• Reporting Skills

Conditions of Employment

• Clear criminal and credit record
• Willing and able to work shifts, including weekends