Team Leader

JOB TITLE - SERVICE DESK TEAM LEADER

To ensure effective and efficient Service Desk services are delivered according to the agreed contracts with clients by performing planning, financial management, people management and SLA management activities on an operational level with regard to the allocated team.

**MAIN RESPONSIBILITIES**:

- Perform team related Human Resource activities with regards to; Staff Recruitment, Leave Management and

Performance Management
- Ensure all new staff are onboarded/offboarded at Pink Elephant as well as Customer during the joining and leaving process respectively.
- Create, distribute, publish and manage the monthly staff roster to be aligned and optimized taking considering the customer needs, peak periods and within the labour laws of South Africa.
- Manage and motivate Service Desk staff to ensure optimal performance against agreed targets on a daily basis.
- Identify team training and development requirements, formulate appropriate plans and drive the execution thereof.
- Create, maintain and improve a high-performance team environment.
- Ensure staff are enabled to perform their tasks ensuring; their equipment is in good working state at all times as well their relevant access to tools and client system are working at all times
- Is the direct first escalation point for the staff.
- Directly reporting into the allocated SDM for the account and will be working closely with him/her towards one common goal, customer service excellence
- Ensure the effective management of compliments and complaints with the team and provide inputs to the SDM for feedback to the customer.
- Ensure all SDAs are trained on the SOP’s, processes and other customer related documents in use by the

Service Desk as well signed off by each individual.
- Ensure all SD SOP’s/Processes with regards to the customer are updated with incorporation of the SME and/or

SDM for respective customer and residing on the agreed single source of storage, i.e. ITSM Tool, SharePoint orShared Drive
- Operationally manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team, i.e. ASA, Queue Wait Time, MTTR, FCR etc.
- Ensure continued high levels of customer satisfaction.
- Enforce the optimal use of tool sets, Service Desk standards and client specific processes.
- Identify, escalate and implement activities to mitigate operational risks.
- Create the daily/weekly client dashboards with performance results and/or as per agreed content with the customer.
- Manage and improve quality output of team and individual level in conjunction with the Quality Assurance

Analyst allocated to the account based on the weekly/monthly reports received from the QA analyst.
- Ensure the team conform to the QA requirements regarding telephone calls and ticket management as per the

QA Scorecard implemented for the customer.
- Collaborate with the QA Analyst on continuously maintaining a high level of quality services by means of; attending calibration sessions, schedule regular training sessions for staff who requires QA related training and make them available for the scheduled timeframe.
- Provide operational information to Upper Management required for decision making on contract renewals.
- Be able to liaise between 2nd Line Support and Development teams within the Clients environment and Service

Desk.
- Be able to identify Known/Unknown issues logged on Service Desk.
- Be able to Identify Problem Tickets and push back to Business to prioritize Data Fixes or provide Work Around options.

AD-HOC RESPONSIBILITIES:

- Team mentoring and training where applicable
- To assist and participate in Service Improvement Projects where required
- Reporting on demand as and when required
- Work together with other team leads, SDM and SME(s) ensuring the best results are achieved

EXPERIENCE REQUIRED:

- 1-3 years' IT Service Desk Experience
- 1-2 years Team leader Experience
- Reporting
- HR exposure an advantage

QUALIFICATIONS:

- A+/N+
- ITIL® V3 foundation
- SDI - Service Desk Analyst Certified
- Any other ITIL Intermediate Courses and Advantage

THE SUCCESSFUL CANDIDATE MUST:

- Be able to manage under pressure
- Have own vehicle as there will be traveling involved
- Possess Management and Organisational skills
- Always display professional behaviour
- Be a Team Player
- Have a flexible approach to work and problem solving.
- Possess excellent verbal, written communication and customer service skills and display the ability to explain complex technical issues to non-technical staff
- Display the ability to work proactively with little direct supervision
- Possess excellent knowledge of Service Desk activities
- Have a good understanding of ITIL principals
- Have general desktop support knowledge
- Promote an excellent service culture within the team
- Be a team motivator
- Available to work standby
- Possess a Positive and passionate mind-set

**Job Types**: Full-time, Permanent