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Technical Support Services Lead

1 month ago

Durban, South Africa Data Centrix Full time

**Academic and Professional Qualifications preferred**
- Matric or Grade 12 (Essential Requirement)
- Bachelor's Degree in the appropriate field of study or equivalent work experience
- Graduate degree - Advantage
- Must possess ITIL Certification

**Primary Role Accountabilities**
- Lead a team of technical support and service resolution resources, including offshore-based. Oversee the day-to-day operations of the TSS Team
- Act as a mentor and provide oversight, coaching, and training to TSS staff
- Strong management of post-implementation SLAs, as agreed with the customers
- Fulfill staffing requirements for the different SLA contracts within Digital Business Solutions
- Continuously improve own and teams competence and technological knowledge in the relevant areas
- Responsible for the Utilization and Billability of the team members and ensuring that it meets the Organizational targets
- Ensure sound and accurate capacity planning forecasting of staffing requirements leveraging on the sales funnel and the proper understanding of the need post the project execution and into BAU
- Ensure meeting organizational hygiene monthly for time reporting and zero missing hours
- Set Individual Performance Goals and Development goals for each team member that ensures the fulfillment of the growth objectives.
- Follow up on Individual Performance Goals regularly with individual team members and set performance improvement plans when necessary.
- Point of Escalations for TSS - collaborate and work closely with the relevant organization to find the root cause of key and critical problems, issues, and customer escalations by providing relevant expertise and involving the right support from TSS
- Investigate, analyse, and drive problems reported by customers to a closure (incident reporting, RCAs, etc)
- Handle stakeholder relationships e.g., vendors, sub cons, partners, etc, and needs for TSS portfolio
- Review, validate and approve vendors proposals and quotations for service delivery
- Establish solid working relationships with key business stakeholders across Datacentrix
- Advise senior stakeholders of capability and possible solutions to business challenges