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Service Desk Team Leader

2 weeks ago

Cape Town, South Africa Advania UK Full time

**_This role has been advertised under the parent company website, Advania but the role would be employed via Mirus IT Ltd._**

At Mirus IT, an Advania UK company, we are looking to expand our Out of Hours team with a Service Desk Team Leader to support and manage a team of engineers, as well as providing 2nd line support where required.

In this out of hours role, your shift pattern will be Monday - Friday 7pm - 3:30am (South African time) to support our night shift engineers.

We are looking for:

- Demonstrable experience in a managerial role, where you have built relationships with your direct reports and have contributed to their professional development
- A demonstrated understanding of incident, problem and change management
- Evidence of strong interpersonal skills for working with teams and individuals at all levels of the organisation
- A self-motivated and pro-active individual, with the ability to drive project agendas
- Experience of managing tickets within a ticket handling system
- An individual with technical experience at 2nd line

This role requires you to be both technical and managerial, so your responsibilities will include:

- Achieving service level agreements, at both ticket and telephone level on both an individual and team basis
- Building relationships with customers and managing customer escalations
- Be responsible for ensuring all tickets within the team are analysed for urgency and impact, then prioritised and delegated accordingly
- Manage the process of allocated tickets, ensuring customer incidents and requests are being managed effectively
- Directly line manage our team of technical engineers
- Manage the teams performance, including regular performance reviews and check-ins such as 1-2-1's
- Be responsible for identifying your teams skill gaps and thus developing training programmes at both team and individual level
- Taking part in the recruitment and selection of new team members as and when required
- Responsible for Root Cause Analysis documents to be created and published to the customer within the agreed SLA of 5 days post the closure of a major incident
- Responsible for collating information and inputting into the formal complaints process

We are passionate about hitting our SLA's, exceeding our clients expectations and delivering excellent customer service. You will be the driving force behind this, supporting our team to ensure we achieve all of the above.

Please take a look at our **SA Benefits - Advania UK** **page for further detail on what's in it for you