MSOC Team Leader

4 days ago


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

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, communication, and problem-solving skills to ensure the team meets the demands of our industry and clients.

Key Responsibilities:
  • Lead and manage a team of service desk engineers to achieve high levels of customer satisfaction and service delivery.
  • Develop and implement strategies to improve team performance, productivity, and customer experience.
  • Monitor and manage phone and ticket queues, ensuring timely responses and resolutions to customer incidents.
  • Coach and support service desk engineers in their personal and professional development, providing feedback and guidance to improve their skills and performance.
  • Supervise personnel actions, including recruitment, work assignments, shift assignments, promotions, and performance evaluations.
  • Manage client communication, ensuring timely updates and resolutions to customer incidents.
  • Ensure compliance with company standards and procedures, maintaining accurate records and documentation.
  • Provide excellent customer service, setting an example for the team and ensuring a positive experience for clients.
Requirements:
  • ITIL 4 Foundation certification
  • Metrics and Reporting skills
  • Managing Customer Experience skills
  • Technical Team Management skills
Work Environment:

This role is based in [location] and requires regular attendance at our office. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.


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