Team Leader Technical at Discovery Limited

Key Purpose

Operational management of the Desktop Support (ECP) Team with focus on delivering service excellence within agreed SLAs.

Areas of responsibility may include but not limited to

Day to day Operational and People management:

• Time and attendance management.
• Management of all incoming Incidents, Requests and Workflows to ensure tickets are acknowledged and processed within quality standards and SLAs.
• Analysis of SLA and ticket volume reporting to understand trends and target improvements with a focus on reduction of volume to the IT Service Centre.
• Workforce management to ensure adequate staffing during support hours.
• Daily, weekly and monthly operational and service level reporting.
• Maintain and review quality assurance standards for inclusion in Engineer Incentives.
• Monthly 1:1 performance reviews with staff with a focus on performance improvements.
• Identify top performers within the Team for inclusion in the Team performance awards.
• Track and manage all instances of low performance through formal performance improvement plans.
• Performance Conversation and career development of all direct reports.
• Represent the Desktop Support function in meetings and relevant forums.
• Act as a technical and project resource for all new service take-ons within the environment.

Escalation Management:

• Acknowledge and manage all Escalations to Resolution.
• Monitor Escalation trends to identify improvement actions.
• Ensure an effective Escalation management process is in place and reviewed to ensure relevance.

Continual Service Improvement:

• Actively identify opportunities and implement initiatives to improve SLA adherence, Engineer productivity and efficiency, process optimization, automation, shift-left opportunities and User Self-Service take up.
• Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Strong technical ability.
• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organization.
• Able to operate effectively in a high volume, pressurized environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+; MCSE
• ITIL Foundation
• Previous experience in a Desktop Support and / or Technical Back Office Support environment
• Previous Mac support advantageous

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.