IT Support Team Lead

1 week ago

Cape Town, Western Cape, South Africa SUMMIT Africa Recruitment Full time

The IT Support Team Leader will be responsible for leading a team of IT support technicians in providing technical assistance and support to our employees.

The role will oversee the day-to-day operations of the IT support team, reporting, including ticket management, problem resolution, and system maintenance.

They will also be responsible for ensuring the team delivers high-quality customer service, meets service level agreements (SLAs and OLA's), and follows established policies and procedures.

***
Duties and Responsibilities (Include, but is not limited to):

  • Maximize equipment up
  • time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
:

  • Manage Service Delivery teams and responsible for monitoring all procedures related to identification, prioritization, and resolution of incidents, including the tracking and coordination of service desk functions.
  • Engage with internal stakeholders to define SLAs that take business needs and capacity into account. Implement the SLAs and measure performance against them
  • Lead, supervise, and motivate a team of support technicians to deliver highquality technical support.
  • Manage and prioritize support requests and escalate issues as necessary.
  • Provide daily direction and communication to Team Members to ensure connect(helpdesk) tickets are answered in a timeous and efficient manner.
  • Ensure SLAs ,OLA's and KPIs are met and regularly report on team performance.
  • Collaborate with other departments and stakeholders to identify and resolve technical problems.
  • Continuously improve processes and procedures to enhance the effectiveness and efficiency of the support team as well as understand and adhere to all company policies.
  • Stay up to date with industry trends and technologies and make recommendations for updates and upgrades as needed.
  • Understand and adhere to all company policies.
  • Provide cover 1st/2nd line level on calls and tickets that come through.
  • Efficiently onboard new clients according to Ascensos standards
  • Perform all duties with strict adherence to PCI DSS, GDPR and POPI standards.
  • Take ownership of all the single user incidents, keep the tickets updated till those are resolved.
  • Report downtime and complete incident reports when it occurs.
  • Ensure that the asset register is kept up to date and performs required inventory duties.
  • Ensure all relevant IT equipment is asset tagged.
  • Ensure end user machines are compliant against Ascensos global standards.
  • Recording statistics and performance levels and preparing reports
  • Perform all User Management Tasks e.g processing new users, leavers and CODs

Key Requirements:
Qualifications and Experience

  • Diploma in IT or similar (Essential)
  • Minimum 35 years proven management experience in an IT Service Desk/service delivery or similar role (Essential)
  • Minimum 5 years' experience in a technical IT role
  • Essential
  • BSc Computer Science Degree, IT Diploma, MCSE, CompTIA Certification or similar
  • Desired
  • ITIL Foundation certification is advantageous. (Desired)
  • Driver's License & Own Car (Compulsory)
  • Excellent technical knowledge of common desktop and network operating systems and hardware
  • Must have a good understanding of networking concepts e.g., IP Addressing, VLANs etc.
  • Excellent understanding of Microsoft Applications, and Office 365 environments

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