Service Desk Team Leader

4 weeks 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**:

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