Technical Support Team Leader

2 months ago

Johannesburg, Gauteng, South Africa KPMG-SouthAfrica Full time
Job Overview

Position: IT Service Desk Lead

Available Positions: 1 (one)

Department: Infrastructure - IT Services

Role Summary:

The IT Service Desk Lead is pivotal in delivering high-level technical assistance and serves as the primary escalation point for complex issues.

This role encompasses overseeing daily operations, ensuring prompt and effective resolution of technical challenges, and fostering continuous enhancements by establishing and executing procedures aimed at service improvement.

It is essential to cultivate strong collaborative relationships within the IT department and across the organization to guarantee consistent, top-tier service delivery.
Core Responsibilities:

Incident Management:

  • Oversee and prioritize incoming service requests through various channels, ensuring timely resolution of user concerns.
  • Assume overall accountability for incident management and service request fulfillment.
  • Inform the IT Service Delivery Manager of any issues that may significantly affect operations.
  • Manage complex tickets and collaborate with relevant IT support teams.
Reporting:
  • Ensure the completion and ongoing refinement of daily, weekly, and monthly reports, including statistical and graphical representations to meet departmental needs.
  • Monitor and analyze incident trends to foresee potential challenges and implement proactive solutions to minimize recurring issues.
  • Oversee the readiness of IT equipment for onboarding new employees and the return of equipment during offboarding processes.
  • Engage in project participation and management.
Team Leadership:
  • Guide and mentor the team to foster a high-performance environment.
  • Manage key performance indicators and conduct performance evaluations to enhance work quality and knowledge.
  • Encourage team ownership of user issues and proactive engagement in problem resolution, ensuring all incidents are logged appropriately.
  • Administer leave, standby, and shift schedules.
  • Review service tickets to ensure first-level resolutions are achieved within agreed service level agreements.
  • Promote a positive team culture through collaboration, knowledge sharing, and professional growth.
  • Conduct regular team meetings and training sessions.
  • Analyze customer satisfaction feedback and take necessary actions.
  • Collaborate closely with asset management to fulfill hardware requirements.
  • Address team escalations until resolution is achieved.
Technical Expertise:
  • Exhibit comprehensive knowledge to support various applications and hardware technologies.
  • Demonstrate the ability to analyze and resolve intricate technical challenges.
  • Create and maintain knowledge documentation.
  • Ensure troubleshooting guides are current and accessible.
  • Oversee printer and video conferencing services.
  • Continuously enhance the team's troubleshooting capabilities.
  • Engage with End User Computing and Network Infrastructure teams to ensure compliance with necessary updates to mitigate security risks.
Required Skills and Attributes:
Skills:
  • Experience in presenting technology solutions from a business perspective.
  • Proficient in current MS Office applications, particularly advanced Excel skills.
  • Exceptional interpersonal skills with the ability to communicate effectively across all levels and manage expectations.
  • Exhibit integrity and stewardship in managing and securing organizational assets.
  • Strong adherence to standards and procedures.
  • Ability to work autonomously and collaboratively within a larger team.
  • Excellent organizational skills for effective planning and prioritization.
Attributes:
  • High level of confidentiality and integrity.
  • Strong client focus with conflict resolution capabilities.
  • Maintain a professional demeanor when interacting with clients, even in challenging situations.
  • Ability to multitask effectively with strong organizational skills; self-motivated with innovative problem-solving abilities.
  • Capable of building collaborative relationships with diverse colleagues while promoting inclusion and diversity.
  • Ability to perform well under pressure and meet deadlines.
  • Team player with self-awareness.
  • Sound decision-making skills with the ability to consult when necessary.
  • Focus on continuous improvement within the IT service function while fostering an ethical environment.
  • Attention to detail and a commitment to quality.
  • Ability to work independently.
Minimum Qualifications:
  • Matriculation certificate.
  • A degree in Information Technology is highly recommended.
  • ITIL Certification is essential.
  • A minimum of 5 years' experience in a Service Desk environment is required.
  • At least 2 years of experience managing an IT support team is essential.

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