Support Team Lead

1 month ago

Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_
- inspHire is a market leader in the development and provision of rental industry software
- Creating documentation and delivering customer training where required
- Hybrid role - 60% office based, 40% home based with potential for limited travel to customer sites
- Covering support hours between 8am and 5pm

**Key Responsibilities**:

- Your responsibilities include but are not exclusive to:

- Ensure a first-class service to our customers
- Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message
- Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
- Use and develop reporting to ensure services are managed to the correct standards
- Assisting on calls and tickets as required
- Take care of your direct reports:

- Perform regular 1-2-1 sessions to ensure well-being and career progression
- Facilitate training, development and innovation activities for Analysts within team
- Perform reviews with Analysts to ensure standards are maintained and improved
- Manage and act upon customer satisfaction surveys and other feedback
- Provide 1st level of escalation support for customers or direct reports
- Work as part of Helpdesk management team
- Participate on team performance reporting with other Helpdesk Leads
- Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
- Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers

**Skills, Knowledge and Experience**:
**Essential**
- Good IT skills with demonstrable experience in a similar IT support role
- Experience of people-management in a technical IT services environment
- Ability to work under pressure in a fast-paced environment
- Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
- Consistently produce high quality and detailed documentation and reports
- Experience of providing service metrics and working to SLAs and KPIs
- Customer service focused
- Confident leader, with the natural ability to motivate and lead a team
- Decision maker under pressure
- Understands priority and urgency of customers business requirements
- Business/commercial awareness
- IT culture awareness, understanding the requirements of GDPR
- Forward thinking/proactive nature
- Multi-tasker

**Desirable**
- Knowledge and experience of Microsoft SQL Server
- Knowledge of Crystal Reports
- Knowledge of Sage Accounting Solutions
- Knowledge of ERP or business IT systems
- Appreciation for all products and services in the inspHire offering
- ITIL Qualified

**Company Info**

inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry - wherever they are in the world.

With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.

Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work.

**Equal Opportunities**

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

**Health and Safety**

The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work.

Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._

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