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IT Team Leader
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2 years ago2427 views
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General Details
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...
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Id Subtitle 1047420187
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ABC Worldwide
Selling for 2+ years
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