Description:
JOB DESCRIPTION
The IT Team Leader will play an integral role in driving the support team to deliver on agreed SLA targets Communicates company goals, safety practices, and deadlines to the IT team Motivates team members and assesses performance Keeps management updated on team performance Communicates concerns and policies among management and team members Responsible for facilitating Daily Team huddles, prioritizing tasks based on business requirements as well as being accountable for performance of Team goals
KEY PERFORMANCE AREAS
Maintains service and quality levels according to the company’s business standards, processes and procedures Document Standard Operating procedures and processes relating to client specific systems Manages the client’s expectations with regards to break-fix calls and service requests Develops and maintains a professional working relationship with the client on behalf of the company Resolves all calls logged by the Call Centre Agents and Back Office staff, relating to desk-top issues and ensuring done within SLA Escalates calls to the relative parties Install’s Desktop and Server Platforms Confirms Call resolution with client before resolving of the call Investigates and reports on incidents relating to server, desktop and telephony queries and systems Liaises with 3rd party vendors to resolve escalated and problems and queries Coaches and provides ongoing support of direct reports Manages direct reports’ performance Documents direct reports’ Personal Development Plans Provides regular feedback on performance Develops performance promises for all direct reports and conducts midyear and annual performance reviews Ensures that all Human Resources policies and procedures are observed Convenes regular Client Contract Manager and service provider meetings to monitor and enhance performance and maintains highest customer satisfaction Conducts and provides monthly care reports to Client Contract Manager Provides monthly and quarterly reports Conducts continual service improvement studies within the environment Drives standards such as ITIL and ISO within the CSA business and ensures adherence to best practices Understands the customer business and processes Constantly reviews existing processes and improves where necessary Implements policies, processes, procedures, and workflow instructions Ensures the Operations are supported in a standardized and consistent manner Implements, maintains, and manages the cascading of all relevant company policies & procedures to team members Reports all Health & Safety incidents to the Occupation...
28 Jan 2022;
from:
gumtree.co.za