Team Leader

3 months ago

Cape Town, South Africa Mirus IT Full time

**Role: OOH Team Leader**

**Location**: Cape Town

**About Us**:
As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

**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**:
Working with key stakeholders and business units, you are:
**Ticket and Telephone**:

- 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 the individuals and team achieving the agreed CSAT target.

**Customer Service**
- 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.
- Responsible for managing a set of Continuous Service Improvement actions, ensuring these are completed to specification and schedule.
- Managing customer complaints including the investigation and publication of the document within the agreed SLA and all Sharepoint updates

**People**
- Responsible for direct management of a team of Technical Engineers.
- 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.

**Knowledge Base.**
- 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.
- Responsible for maintaining your current technical knowledge, allocating time to understand and learn the technologies your team support to more detail, and allowing a better understanding of new tickets to ensure they are prioritised using the best possible technical understanding of the customer's problem

**Process and Procedure.**
- Responsible for progressing major incidents, being the major incident manager, sending out regular updates and keeping the customer and the business informed on progress.
- Responsible for Root Cause Analysis documents to be created and published to the customer within the agreed SLA of 5 days post the closure of a major incident.
- Responsible for actioning the jeopardy process ensuring all activity related to escalated service is completed to retain all customers.
- Responsible for actioning regular Problem Management within the team, from daily identification of common incidents that need to be converted into Problem tickets for Senior Engineers to investigate, through to monthly ticket trending and analysis with a drive to reduce hours spent on reactive service impacting tickets (measured through RHEM).
- Ensure a high standard of quality is always shown in communications sent by the SDM on behalf of Mirus

**Qualifications & Experience**:

- Proven Experience in a Team Leader Role
- Proven experience of managing a service desk function
- Proven experience of managing a 24/7 service desk function
- Proven experience of working in an MSP environment
- Proven Experience o

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