MSOC Team Leader

16 hours 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 leading and managing a team of skilled service desk engineers to deliver exceptional customer experiences. This role requires strong leadership and management skills, as well as the ability to prioritize tasks and manage multiple projects simultaneously.

Key Responsibilities:
  • Team Leadership: Lead and manage a team of service desk engineers to ensure the delivery of high-quality customer service.
  • Incident Management: Manage and resolve customer incidents in a timely and efficient manner, ensuring that all SLAs are met.
  • Problem Management: Identify and resolve recurring problems to prevent future incidents.
  • Training and Development: Provide coaching and training to service desk engineers to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Performance Management: Monitor and manage the performance of service desk engineers, providing feedback and coaching to improve performance.
  • Client Communication: Manage client communication in the event of an escalation, ensuring that customers receive timely updates on the status of their incidents.
  • Process Improvement: Continuously review and improve processes to ensure that they are efficient and effective.
Requirements:
  • ITIL 4 Foundation Certification: Possess a valid ITIL 4 Foundation certification.
  • Technical Skills: Possess strong technical skills, including knowledge of IT service management tools and technologies.
  • Leadership Skills: Possess strong leadership and management skills, including the ability to prioritize tasks and manage multiple projects simultaneously.
  • Communication Skills: Possess excellent communication and interpersonal skills, including the ability to communicate effectively with customers and team members.

Working Hours: This role is based in [insert location] and requires the ability to work a standard Monday to Friday schedule.

Benefits: Numata offers a competitive salary and benefits package, including [insert benefits].


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