IT Services Team Lead

2 weeks ago


Kenilworth, South Africa Mindspring Computing Full time

The IT Services Team Lead will be responsible for managing daily operations of the IT services teams, representing them to other stakeholders and ensuring the delivery of a high quality service.

**Responsibilities**:
Other key responsibilities that help to ensure the team meets this primary goal include, but are not limited to:

- Effectively managing, motivating and developing the teams.
- Ensuring that all processes used by the services team are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Resolution of service desk requests and service delivery
- Troubleshooting faults and identifying solutions
- An ability to think critically about systems and to adjust consistently as needed.
- End user experience monitoring.
- Participate in special projects or tasks as required.

**Requirements**:

- Proven experience with the day-to-day management of an effective and efficient service desk
- Ability to assess potentially critical incidents and making triage decisions about business impact, urgency, and criticality.
- Implement and deliver ITIL processes.
- Provide detailed best practice reporting to include Operational Performance, Continual Service Improvement and Trend analysis.
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modelling and leadership.

**Experience**:

- IT Industry: 8 years (required)
- Managing a medium sized client support team: 5 years (required)

License/Certification:

- IT certification (required)

**Salary**: R25,000.00 - R35,000.00 per month

Ability to commute/relocate:

- Kenilworth, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Deadline: 2023/09/30



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