IT Helpdesk Team Lead

2 weeks ago

Umhlanga, South Africa Practice Protect Full time

Join the largest Cyber Security software and services provider to the accounting industry across Australia and America. We are growing fast and we’re looking for dynamic and driven Durbanites to grow with us We’ll give you more exciting company background during the recruitment process so let’s get straight to the point

We enjoy a collaborative and supportive team environment. So, if you like to learn, enjoy a fast-paced and evolving environment, we have just the space reserved for you

**What’s in it for you?**

Here’s a quick glance of what we can offer:

- Generous Compensation & Benefits
- Training and Microsoft Certifications
- Development and Growth opportunities
- Rewards & Recognition
- Collaborative and supportive team
- Transparent feedback and guidance
- Regular team events and social activities

**About the role**:
This is a dynamic and collaborative role. As a **IT Helpdesk Team Lead**, you will be responsible for providing support to the Service Delivery Manager in the smooth running of the Software Support team with the primary focus on training, development, productivity and compliance of the team of Software Support Engineers. As well as providing an escalation point for technicians and customers to ensure tickets are being actioned according to SLAs.

Another key relationship will be working with the Client Success team on client issues or to champion a client for a potential reboard with the Onboarding team.

Our clients are based in Australia and North America, so you will also need to be able to confidently handle phone calls and assist our clients remotely. The ability to coordinate and work within a team whilst remaining accountable for your individual tasks and the ability to think outside the box is crucial to this role.

**The role is focused on**:
**ESCALATION SUPPORT**
- Resolving escalated service tickets in line with existing service level agreements with clients
- Providing technical advice on escalated tickets to isolate the steps leading to its resolution
- Managing Aging Tickets and take control of next action and/or redelegation

**SUPPORT TECHNICIAN OVERSIGHT**
- Coaching & mentoring team members to meet Service KPIs
- Overseeing daily Support Engineer Huddles
- Working closely with Service Delivery Management and other resources to identify knowledge gaps to develop training/knowledge base material
- Working with HR Manager on non-compliance with company policies and processes.

**TEAM SUPPORT**
- Proactively reviewing open support tickets for dispatch exceptions
- Taking decisive action to reallocate incorrectly dispatched tickets to correct departments or engineers in collaboration with Customer Service Representatives
- Reviewing exception clients with client success and formulate & execute improvement plans
- Promoting Cyber Security to team members
- Overseeing and maintaining support staff productivity and proactive elements

**ROOT CAUSE ANALYSIS**
- Managing ageing tickets and taking control of next action and/or redelegation
- Investigating and resolving reoccurring alerts (eg. Recurring Cyberark issues)
- Working with Senior Engineers and Product Managers on technical automation and other identified areas of improvement

**You’re a match if you have (Non negotiables)**:

- **Work skills and behaviours**:

- 5 years minimum IT/Tech related experience (at least 2yrs working experience as a L2 or L3 IT Engineer)
- Previous Team Lead/Supervisory experience
- Experience with Microsoft365 Admin Centre/Google Workspace Admin
- Ability to communicate well in English - both verbal and written
- Excellent organisational skills and flexible working capacity
- Proven ability to take charge in situations with exceptional standards of commitment, professionalism, and ability to stay cool-tempered
- Emotional Intelligence and confidence in a broad scope of communication is key for this role

**Lifestyle requirements**:

- Own means of reliable transportation
- Ability to work night shift and full-time hours
- Legal rights to work

**It would be nice if you have**:

- Experience in an IT, Software, SaaS, or tech-related company
- Remote desktop experience
- The ability to build rapport and foster key relationships
- A proven ability to provide guidance on software and IT concepts
- The ability to be self-driven and comfortable working both autonomously and in a team environment.

**Other things to know about us**:
**Grow** - We seek out improvement. We embrace change. We make mistakes, we learn. We Grow

**Own It** - We take responsibility. We see it, we find a way, we do it. We Own It

**Win-Win** - We are fair. We are unselfish. We embrace our differences. We celebrate our collective success.

**What to expect after applying**:
While we are transparent and promote a casual conversation and meeting rather than your traditional interview process, our process does host four consistent stages:
**Stage 2**: First Interview. This interview will usually be con

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