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MSOC Team Leader

2 months ago

Johannesburg, Gauteng, South Africa Numata Full time
MSOC Team Leader Job Description

As a key member of the Numata team, the MSOC Team Leader plays a vital role in ensuring the delivery of exceptional customer experiences through our interaction with clients and the resolution of incidents and service requests.

Key Responsibilities:
  • Team Leadership: Lead and manage a team of skilled service desk engineers and co-managed resources to deliver outstanding customer experiences.
  • Incident Management: Handle escalations, problem management, and ensure timely resolution of incidents and service requests.
  • Team Development: Coach and support service desk engineers, assess and record their performance, and support their personal and professional development.
  • Client Communication: Manage client communication in the event of an escalation and ensure timely updates on incidents.
  • Process Improvement: Continuously focus efforts on the automation of daily recurring or repetitive tasks or tickets and report to the System Manager.
  • Training and Development: Complete training requirements as outlined by the business and conduct monthly performance reviews in person.
  • Operational Management: Manage the workflow of all active tickets, review team timesheets daily, and maintain acceptable resource utilization across all engineers.
  • Reporting and Analytics: Ensure that problems and solutions are properly recorded and documented and accurately determine priorities in the handling of incoming incidents in accordance with the SOP.
Requirements:
  • ITIL 4 Foundation Certification
  • Metrics and Reporting
  • Managing Customer Experience
  • Technical Team Management

Join Numata and be part of a dynamic team that delivers exceptional customer experiences.