Service Desk Team Leader

Job description

**Job Purpose**
The purpose of the job is to manage a team of agents. To efficiently allocate incoming requests to the team, prioritizing actions and monitor team resources so that customer deadlines are met.

**Key Responsibilities**

**Policies and Procedures (5%)**
- Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team members
- Report all Health & Safety incidents to the Occupational Health and Safety Officer on site
- You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

**Customer Service (18%)**

Proactively encourage a customer service focus in the department
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation
- Regularly update all customers with progress-information and estimated times to completion on all escalations.
- Manage customer perceptions
- Professionally respond to and assist with all customer queries

**Operation Management (18%)**
- Ensure processes and procedures are followed according to agreed service times
- To troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Assign calls to appropriate team member according to skills level - Call Allocation
- Provide single point of contact for technical escalations and take ownership.
- To act as information and skills broker between agents and higher qualified and/or experienced resources
- Escalation of problems or breaches of all calls to your manager
- Ability to creatively address problems and follow proposed solutions through to completion.
- To identify and highlight best practices in support management through continuous assessment.
- To communicate and be the focal point for the dissemination of information from management to the team and vice versa

**Analysis and Reporting (18%)**
- To analyze and summarise reports on SLA targets.
- Trend analysis on root causes and ticket categories, incident rates and similar
- Compile and publish daily, weekly and monthly reports as required.
- Weekly incident analysis and escalation to 3rd-level
- Critical calls - root-cause analysis weekly
- Pending List feedback daily
- Repeat Call Analysis weekly
- Ticket Scoring conformance weekly
- Onsite verification weekly
- Daily monitoring of Repeat call journal
- Daily monitoring of Onsite Template

**Performance Management (18%)**
- Ensure team performance is in line with client KPI’s
- Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metrics
- To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
- To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
- Provide quality conformance feedback weekly (but daily monitoring and policing)
- Missed SLA processing daily
- Respond or manage response to challenges regarding agent performance

**Training (13%)**
- Identify training requirements for team members & escalate to manager
- Provide guidance & coaching to team members.
- Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades)
- Ensure all technical tips & tricks, 3rd level diagnostics are documented and available
- Team-specific training weekly and as required

**Competencies (10%)**
- Attention to detail - To be efficient with regards to quality of work, completion of tasks, meeting of deadlines and in gaining on the job knowledge
- Professionalism - To be loyal, committed, reliable, punctual, creative and innovative
- Good Time-Management -To be efficient in setting priorities, forward planning, achieving goals, managing duties
- Technical skills - Identifies, diagnoses and resolves reported incidents in a call-centre environment & communicates solutions to customers

You may be required to work overtime outside the scheduled shift
- and standby-allocation on management request.

**Minimum Requirements**:

- Matric
- A+ and N+ qualification or Similar
- 2-3 Years in managing a team

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

Pay: R15 500,00 - R17 500,00 per month

Work Location: In person

Application Deadline: 2025/05/21