MSOC Team Leader

4 weeks ago


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

As a key member of the Numata MSOC team, you will play a crucial role in leading and managing a team of skilled service desk engineers to deliver exceptional customer experiences. Your primary responsibility will be to oversee the day-to-day operations of the service desk, ensuring that all client interactions are handled efficiently and effectively.

Key Responsibilities:
  • Team Management: Lead and manage a team of service desk engineers, providing guidance and support to ensure they meet their performance targets.
  • Client Communication: Manage client communication in the event of escalations, ensuring that all parties are informed and updated on the status of their incidents.
  • Process Improvement: Continuously focus on improving processes and procedures to ensure that the service desk is operating at optimal levels.
  • Training and Development: Provide training and development opportunities to team members to ensure they have the necessary skills to perform their roles effectively.
  • Performance Management: Conduct regular performance reviews to ensure that team members are meeting their performance targets and provide coaching and support where necessary.
Requirements:
  • ITIL 4 Foundation Certification: Must have a strong understanding of ITIL 4 principles and practices.
  • Leadership and Management Skills: Proven leadership and management skills, with the ability to motivate and inspire team members.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
  • Problem-Solving and Analytical Skills: Strong problem-solving and analytical skills, with the ability to analyze complex issues and develop effective solutions.
Training and Certification:
  • SDI ITIL 4 Foundation: Must have a strong understanding of ITIL 4 principles and practices.
  • SDI Metrics and Reporting: Must have a strong understanding of metrics and reporting principles and practices.
  • SDI: Managing Customer Experience: Must have a strong understanding of customer experience management principles and practices.
  • Get Smarter: Technical Team Management: Must have a strong understanding of technical team management principles and practices.


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