Service Desk Team Leader

6 months ago

Cape Town, South Africa Mirus IT Full time

**About Us**:
Mirus IT is seeking a dynamic individual to join our team as Service Desk Team Leader based at our site in Cape Town. We pride ourselves on providing top-notch IT support to our clients and are looking for a talented individual to contribute to the success of our service delivery team.

**Position Overview**:
To manage the service to all 24/7 customers provided by a team of SA based service desk engineers, ensuring tickets are responded to within agreed SLA's, engineers are mentored and developed and customer communication (service reviews, escalations and complaints) are managed effectively.

**Responsibilities**:

- Responsible for achieving agreed service levels, at both ticket and telephone level, at both team and individual level;
- Responsible for ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly and in line with agreed service levels;
- Responsible for managing the progression of allocated tickets, ensuring customer incidents and requests are being managed effectively through the UK day, night and across weekends
- Responsible for developing a set of serviceable metrics to highlight individual and team performance and help develop a gamification environment of incentive, rewards, and recognition;
- Responsible for being the primary escalation point for all 24/7 customers;
- Responsible for building relationships with customers attending service reviews, following up on actions and reporting back to the customer and Client Manager on progress;
- Responsible for customer onboardings, ensuring team availability for handovers and helping Professional Services with the team requirements to allow the best possible support;
- Managing customer escalations investigating and responding in a timely manner
- Managing customer complaints including the investigation and publication of the document within the agreed SLA and all Sharepoint updates;
- Responsible for performance management of a team, including regular performance reviews at both team and individual level, highlighting areas for improved achievement, introducing performance development plans, and where necessary, managing disciplinary reviews;
- Responsible for developing a team of Technical engineers, including identifying skills gaps, creating skills matrices, developing, implementing a training programme at both team and individual level, and tangible reporting to show a service improvement link between the programme and individual performance;
- Responsible for the development of individual and team objectives and actioning annual objectives setting meetings, mid-year reviews, and end-of-year appraisals, including performance grading and salary recommendations;
- Responsible for the recruitment and selection of new team members including structured induction programmes.
- Responsible for owning and developing the knowledge base for the team and the supported customer base, ensuring that knowledge is documented and shared and that Champions are created. Their knowledge is shared and regularly reviewed to improve performance continuously;
**Qualifications & Experience**:

- Proven Experience in a Service Delivery Management Role
- Proven experience of managing a service desk function
- Proven Experience of Managing Teams of Technical Engineers
- Proven Experience of Developing and Implementing Individual Performance Plans
- Proven Experience in Recruitment and Selection
- Demonstrated understanding of incident, problem, and change management, at ITIL Foundation level.
- Evidence of strong interpersonal skills for working with teams and individuals at all levels of the organisation (from engineers to SMT)
- Ability to effectively form strong working relationships with all company stakeholders.
- Competent management of changing workload and priorities.
- Experience of managing tickets within a ticket handling system
- Experience with SharePoint
- Proficiency in MS Office suite incl. Visio

Click here to explore our company benefits. for the list of benefits.

**Our Selection Process**:

  • Service Desk Team Leader

    1 month ago

    Cape Town, South Africa RSAWEB Full time

    Job Information Date Opened 28/05/2024 Job Type Full time Industry Technical Support & Customer Services Work Experience 2 years Education Level Grade 12 or equivalent City Sea Point, Cape Town Province Western Cape Country South Africa Postal Code 8005 Job Description Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing...

  • Service Desk Shift Leader

    6 months ago

    Cape Town, South Africa Believe Resourcing Full time

    About our client: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products...

  • Service Desk Team Leader

    5 months ago

    Cape Town, South Africa RSAWEB Full time

    **Job Information**: Industry - Technical Support & Customer Services Work Experience - 2 years Education Level - Grade 12 or equivalent City - Sea Point, Cape Town Province - Western Cape Country - South Africa Postal Code - 8005 Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus...

  • Service Desk Team Leader

    2 months ago

    Cape Town, South Africa RSAWEB Full time

    **Job Information**: Date Opened - 28/05/2024Job Type - Full timeIndustry - Technical Support & Customer ServicesWork Experience - 2 yearsEducation Level - Grade 12 or equivalentCity - Sea Point, Cape TownProvince - Western CapeCountry - South AfricaPostal Code - 8005Who are we? Established in 2001, RSAWEB is South Africa’s fastest growing internet service...

  • Service Desk Team Lead

    5 months ago

    Cape Town, South Africa CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. JOB SUMMARY Provide leadership, guidance and support to a team...

  • Service Desk Team Lead

    5 months ago

    Cape Town, South Africa CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. Job Summary: Provide leadership, guidance and support to a team...

  • Tps & Service Desk Team Leader

    5 months ago

    Cape Town, South Africa Experian Full time

    Company Description **Experian’s a leading Analytics Enterprise** We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and...

  • Technical Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Customer Service/Support** **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you. We’re on the lookout for determined individuals who values the importance of team playing and are...

  • Technical Team Leader

    5 months ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** Are you tech savvy, fast working and quick thinking? If you look for efficient means to get things done then we have the perfect role for you. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Technical Team Leader in our vibrant Cape Town...

  • Service Desk Supervisor

    6 months ago

    Cape Town, South Africa Believe Resourcing Full time

    **About our client**: Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of...

  • Service Desk Team Leader

    6 months ago

    Cape Town, South Africa Mirus IT Full time

    At Mirus IT, an Advania UK company, we are looking to expand our Out of Hours team with a Service Desk Team Leader to support and manage a team of engineers, as well as providing 2nd line support where required. In this out of hours role, your shift pattern will be Monday - Friday 7pm - 3:30am (South African time) to support our night shift engineers. We...

  • Service Desk Team Leader

    6 months ago

    Cape Town, South Africa Advania UK Full time

    **_This role has been advertised under the parent company website, Advania but the role would be employed via Mirus IT Ltd._** At Mirus IT, an Advania UK company, we are looking to expand our Out of Hours team with a Service Desk Team Leader to support and manage a team of engineers, as well as providing 2nd line support where required. In this out of...

  • IT Service Desk Manager

    3 weeks ago

    City of Cape Town, Western Cape, South Africa Hinduja Global Solutions Full time

    Are you a seasoned IT professional with a passion for leadership and service excellence? We are seeking an experienced Service Desk Team Manager to lead our on-site team in Woodstock, Cape Town. This pivotal role is at the heart of our IT operations, where you will be responsible for managing a team of 1st and 2nd Line service desk technicians. Your...

  • Service Desk Analyst

    1 month ago

    Cape Town, South Africa Recru-it Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives....

  • Service Desk Analyst

    1 month ago

    Cape Town, South Africa Recru-it Full time

    Summary:A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement initiatives....

  • Service Desk Analyst

    1 month ago

    Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Summary: A Service Desk Analyst plays a pivotal role in efficient handling of first responses, assignment of tickets and maintaining a high level of customer satisfaction. This dynamic professional collaborates with the service desk team, technical teams, and customers to address concerns and contribute to continuous improvement...

  • Service Desk Operations Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Recru-it Full time

    Service Desk Operations SpecialistAt Recru-it, we're seeking a highly skilled Service Desk Operations Specialist to join our team. As a key member of our service desk team, you will play a pivotal role in ensuring the efficient handling of first responses, assignment of tickets, and maintaining a high level of customer satisfaction.Key...

  • Service Desk Administrator

    2 months ago

    Cape Town, South Africa Kocho Full time

    We are Kocho Kocho recognise that technology on its own does not deliver change and offers technology adoption services alongside excellent technical consulting to enable our clients to achieve their business goals on their journey to Become Greater. Our head office is in the heart of London’s West End and provides a comfortable working environment...

  • IT Service Desk Supervisor

    5 months ago

    Cape Town, South Africa Collinson Full time

    Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering...

  • Service Desk Agent

    1 week ago

    Cape Town, South Africa GG Financial Recruitment Full time

    National retailer is looking for a Service Desk Agent to to provide first-line support service to all their stores, HO, DC, and to administer the day-to-day operations of the Service DeskDuties: Service desk support (hardware and software) - Support ticket management (requests and incidents via email):- Telephonic supportService...