Ntice Sourcing Solutions Ongoing Job Vacancy – Apply Now!

IT Service Desk Team Leader

 

 

 

 

Job Title: IT Service Desk Team Leader
Location: Johannesburg Metro

Job Summary:
Duties & Responsibilities:
Our Client, MULTi, a communication and technology solutions company, has a permanent vacancy for an IT Service Desk Team Leader to lead their medium but rapidly growing Tech Support team which delivers support to local and global SME businesses

The successful candidate will be passionate about technology, customer service and leading high-performance teams and have at least 1 year experience leading a service desk and 3 years as a Level 2 Engineer within a managed service environment

Additionally, the successful candidate will be an effective communicator who is able to inspire, influence and motivate the team.

This position is a Hybrid/blended model: Head Office in Johannesburg South, Gauteng and remote and reports to Senior Management

Key Accountabilities:
Ensure incoming tickets via phone, email and alerts are progressed and resolve within agreed SLAs
Actively manage the distribution of workload between engineers to ensure that nobody is over or underutilized
The Team Leader will be required to answer phone calls and own tickets submitted by clients, our monitoring system or escalated by junior engineers
Ensure that our engineers’ working practices comply with our Information Security and Cyber Security policies
Act as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible
Management of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours
Embedding a culture of quality, up-to-date technical documentation within the team
Ownership of escalation and aged ticket process
Quality reviews to be completed and assessed against our ticket, technical and customer service criteria
Ownership of assigned service improvement items which will include development of systems and processes
Mentoring all members of the team, including customer service, behavioural, performance and technical skills
Empowering all members of the team to prioritize self-development via training, exams, and exposure to new technologies within the workplace
Performance management of all direct reports against key performance indicators
Perform fortnightly 1:1s and quarterly appraisals with all members of the team
Interviewing and onboarding of new hires
Resolve incidents on-site and remotely
Understanding of VoiP and SIP
Roll out Hardware and Software
Participate in Customer IT projects
Adhere to internal Administration & Operational processes
Provide accurate and comprehensive Ticket Notes
Ensure Documentation is produced and updated as required
Participate as part of a team and individually
Available to work after-hours if required

Qualifications:

Matriculation (Compulsory)
Possesses ITIL v3 or v4 certification and/or experience working within this framework
MCSA / MCSE or equivalent diploma (Compulsory) MCP (Advantage)
A+ and N+ (Advantage)
Valid Driver’s License and Own Reliable Transport (Compulsory)
Microsoft Certification Required

Knowledge and Experience required:

Have advanced working knowledge to support the below Microsoft’s technology products:
Azure (Infrastructure and Identity)
Office 365 (Exchange Online, SharePoint Online, Teams, Endpoint Manager, Defender for Business)
Windows Server (DNS, Active Directory, Hyper-V) 2016, 2019, 2022
Windows 10 and 11
Strong network technologies experience – routing, switching, wireless networking DNS and firewalls
Be able to produce and maintain detailed technical documentation
Have stakeholder management skills, with the ability to communicate technical solutions to different audiences
Demonstrate excellent communication skills, both written and verbal
Broad knowledge of cyber security concepts and products
ITIL Process and implementation improvements
3-years’ experience as a Level 2 Engineer
1-year experience leading a team
Experience in the IT industry. (Desktop & Server Support, PBX Support)
Understanding of SIP and VOIP
Experience with hardware/software PBX’s (3CX Beneficial)
CRM/PSA/ticketing system (Connectwise)
Hold or desire to obtain expert-level Microsoft 365 or Microsoft Azure certification

Requirements:

South African Citizen
Fully Bi-Lingual
Contactable references.
No Criminal Record and clean credit check.
Self-motivated with the ability to work with minimal direction.
Ability to handle confidential matters, set priorities, work well under pressure with attention to detail.
Excellent influencing, inspiring and motivating skills
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organisational skills and attention to detail
Excellent written and oral communication skills
Ability to engage with stakeholders at multiple levels
Can develop trust and positive relationships with client stakeholders, colleagues, vendors and third-party providers
Possess a flexible approach to changing requirements and needs within client environments and our own business
Client-centric, always puts the customer at the heart of everything we do
Professional, self-starting, highly-organised and completer-finisher approach to work
Enthusiastic, self-motivated individual, used to working in a fast-paced environment
Salary:

Monthly:

R 35 000 to R 50 000 dependent on qualifications and experience

Benefits:

Medical Aid

KPI Bonuses

Funded Training and Development

Travel Allowance

Perkbox Employee Benefits Subscription

Desired Experience & Qualification:
Customer Service, VoiP and SIP, ITIL Certificate

Package & Remuneration:
Benefits

To Apply:

Click Here!