First Line Team Leader

6 days ago

Johannesburg, South Africa F and G Sourcing Specialist Full time

Our Security Services client that is based in Johannesburg is seeking a skilled First Line Support Team Leader to join their team.

Purpose of the position: Responsible for resolving incidents, requests, events, backups and alerts from various polling and management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements. Understand the Service Desk Application and be able to escalate or handle escalated calls for positive results.

**Requirements**:

- The latest Microsoft MCSE qualification
- ITIL V3 Foundation certified
- Must understand the concept of an SLA and OLA
- Relevant BTech degree (Advantageous)
- Management Development training certificate (Advantageous)
- People management & Coaching certification (Advantageous)
- Project related certification (Advantageous)
- 5 - 7 years’ proven experience in service delivery management
- 1 - 2 years in creating and implementing Service Operating Processes for technical teams to improve service delivery
- 2-3 years’ Desktop Support experience.
- Advanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)
- Previous Experience in: ISO 2000 Standard (Advantageous), COBIT 5 (Advantageous), Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc) (Advantageous), Call centre experience (Advantageous), Service Desk Application (Advantageous)

**Salary**: R362 000 - R372 000 p/a (Including benefits)

**Job Type**: Permanent

**Salary**: R362,000.00 - R372,000.00 per year

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have the latest Microsoft MCSE qualification
- Are you currently ITIL V3 Foundation certified
- Do you understand the concept of an SLA and OLA

**Experience**:

- service delivery management: 5 years (required)
- creating and implementing Service Operating Processes: 1 year (required)
- Desktop Support experience.: 2 years (required)
- Advanced Microsoft Office knowledge: 2 years (preferred)

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