Team Leader – Onsite Support

This role is responsible for leading, managing, achieve and maintain a high-performance team for all Company contractual clients.

The Onsite Support Team Leader is a front office and mobile role but may be required to client-face when required and is expected to provide fast, friendly and effective team support, leadership, management and escalation within the clients (SLA) Service Level Agreement.

The Onsite Support Team Leader reports to the Service Desk Manager, who works under the delegated authority of the Operation Manager.

Responsibilities

• Ensure client satisfaction and service delivery is achieved and that the team exceed the client’s expectations.
• Achieve, Lead, manage and maintain a high-performance team, through best management practises.
• Team SLA Compliance (96% and above).
• Enact and enforce HR Processes: Leave requests, disciplinary actions, etc.
• Team incident, request, risk, change, problem escalation and coordination (where needed).
• Administer and distribute standby roster; Perform resource scheduling.
• Induct and mentor new team members (team specific process, procedures, information, KPI requirements, etc.)
• Provide team specific project management (when required).
• Team time and tracking management and improve inter team/ department communication.
• Follow company and client-specific policies, processes and procedures.
• Overall Ticket lifecycle management for the teams’ tickets (under your purview).
• Ensure that the teams have the correct tools and hardware for their job (Raise requirement request to the Operation Manager).
• Ensure that team specific documented processes, procedures and work instructions are always up-to date with the correct information and are relevant; Ensure there is a good level of understanding in the team.
• Ensure that team follows documented policies, processes, procedures and work instructions.
• Where non-compliance of policy, instruction or procedure occurs; ensure corrective action is taken.
• Ensure evenly and accurately distribution of workload based on the capacity, availability, function and skillset of resources.
• Ensure all team related documentation, timesheets, job requirements are submitted on time and are accurate.
• Conduct Performance Review/ Appraisal sessions, within allocated time frames
• May be required to rotate to client sites for effective oversight and management of team and compile reports.
• Ensure creation and execution of the team’s development plan, which is in line with their job description and business requirements.
• Ensure commitment and adherence of personal development plan, which is in line with this job description and business requirements.
• Monitor trends and implement corrective measures for team SLA achievement failures.
• Proactively communicate onsite resources’ absenteeism to clients.

Qualifications

• National Matric Certificate: Grade 12
• ITIL Foundation
• MCP or equivalent
• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• ITIL Intermediate
• MCSE, MSCA Windows 10, MCSA 365 or equivalent
• Performance Management in the Workplace or equivalent Experience
• Practical service delivery experience in the Information Technology industry; as a IT support, onsite support, desktop support technician and a team leader
• Committed to professional development and growth.
• Excellent verbal and written communication skills in English.
• Works well in a team or self-sufficient.
• Exceptional telephone and email Etiquette
• Practical service delivery experience in the Information Technology industry; as a IT support, onsite support, desktop support technician and a team leader.
• Technical Team Leadership experience
• Coordination
• Essential Competencies
• Written Communication
• Verbal communication
• Customer Satisfaction
• Team Work
• Punctual and Reliable
• Responsible
• Following Guidance/ Instruction
• Takes Ownership/ Accountability