Technical Support Team Manager

5 days ago

Western Cape, South Africa The Foschini Group Full time

**Key Responsibilities**:

- Responsible for the efficient and effective management of the engagement channels and the delivery of services through the IT Frontline within the Infotec Division.
- rendering first line technical support across the spectrum of the IT value chain, while ensuring a great user experience.
- Lead a Technical Frontline support team to deliver operational excellence and ensure efficient and effective service delivery according to defined Service Level Agreements in a high-volume IT service environment.
- Interact with internal and external customers (employee and business **).**:

- To ensure efficient team delivery and effective first-time call resolution across all IT functions including, among others, Employee Relations, Talent Acquisition, Capability, Development, Leadership, Performance and Transformation
- Lead, manage, coach and develop a team
- Manage operations, effective use of systems and performance of the team
- Identify, resolve and / or escalate appropriate customer (employee or business) issues to ensure fast and efficient resolution
- Continuous focus on identifying risk to delivery and timeous escalation of any deviation to the Incident Manager
- Continuous focus on identifying and implementing opportunities for improvement within the required IT Services quality assurance framework and practices
- Compiling reports and data analysed to drive down call demand, increase FCR and increase productivity opportunitiesInput into the department strategy and initiatives

**Qualification and Experience**
- 3-5 years proven management experience in an IT Helpdesk / Service Desk environment
- Technical Qualification (min MCSE, A+/N+ or equivalent)
- ITIL V3 Foundation / other ITIL intermediate or advance certification
- SDI / SDM - Service Desk Analyst / Management Certified
- An understanding of retail operational and systems environments

**Skills**:

- Strong people management and interpersonal skills
- Ability to work independently as well as in a team with mínimal supervision
- The ability to work in a highly pressurised environment
- Excellent presentation skills
- Ability to communicate [Verbal and Written] effectively at all business levels
- Good analytical ability and attention to detail
- Mentoring and coaching skills
- Experience in Workforce planning and scheduling
- Effective planning and time management skills
- The ability to work flexible hours, including weekends and public holiday
- Available to work overtime and standby during peak trade
- Own reliable transport when travelling to Office or Store visitsOwn, stable Wi-Fi / internet connection when working from home

**Behaviours**:

- Balances Stakeholders - effectively considers the diverse needs of various stakeholders
- Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
- Customer Focus - understands, anticipates, and meets the needs and expectations of customers
- Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targetsResourcefulness - effectively and creatively uses available resources to overcome challenges, solve problems, and achieve desired outcomes

**#LI-MS1

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