Technical Team Leader

7 months ago

Cape Town, South Africa Mirus IT Full time

**About Us**:
Mirus IT is seeking a dynamic individual to join our team as Technical Team Leader - Service Operations 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**:
Manage a team of technical engineers to implement, update and support the smooth running of systems to provide the business with the capability to provide support, security and guidance to our customer base as well as maximise benefit from them to drive down the cost of delivery.

Take responsibility encouraging and enabling the development of technical engineers, ensuring they have all the skills and training to perform their role to the highest level and are measured against relevant objectives that measure individual and team performance.

**Responsibilities**:

- Manage the day to day running of the Service Operations Team;
- Ensure all work is allocated to the relevant engineer within the agreed Service Level;
- Ticket management of the service operation queues to include managing SLA’s, Aged tickets, time recording, Idle Alerts;
- Managing internal and external expectations through clear communications;
- Creation of work instructions to assist in service delivery and the management of our client facing systems;
- Manage major incidents following the major incident process;
- Attend / arrange customer meetings as and when required;
- Action monthly 1-2-1’s with all direct reports in line with the company 121 process within PeopleHR;
- Performance Manage direct reports, introducing KPI targets and dashboards to publish the data - collate this data monthly for the SMT;
- Motivate, manage and support team members (globally) through knowledge sharing and practical guidance.
- Create and progress structured training and development plans for direct reports;
- Support colleague development to enable them to resolve issues confidently and effectively;
- Develop KPI’s for your direct reports in line with annual business and department objectives;
- Assistance in developing the company approach to reduce the cost of servicing our clients;
- Research new technologies and methods with an aim to improving the current systems or where required develop new systems to support the business;
- Develop the organisations’ internal systems to promote maximum productivity across the business (Datto RMM / Manage / Datto / Webroot / BrightGauge / PowerBI / Mirus Security as a Service).

**Qualifications & Experience**:
Experience of managing and supporting teams of 5 technical engineers or more

Experience of engineer development understanding skills and customer needs to identify training and mentoring requirements.

Experience of managing a hybrid workforce based within an office and externally (global management experience beneficial)

Familiar with working to SLA’s to meet both internal and external customer and contract requirements.

Working as part of a wider service delivery function.
- MS Windows / MS Server
- Microsoft 365
- Active Directory
- Firewalls
- Scripting
- RMM Tool
- Connectwise Manage
- Connectwise CloudConsole / Unite

Working knowledge of managing Anti-Virus solutions (currently Webroot)

Understanding of backup solutions, primarily Datto

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

**Our Selection Process**:

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