IT Service Desk Team Leader<\/p>\n
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Job Title: IT Service Desk Team Leader<\/strong> Job Summary:<\/strong> 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<\/p>\n Additionally, the successful candidate will be an effective communicator who is able to inspire, influence and motivate the team.<\/p>\n This position is a Hybrid\/blended model: Head Office in Johannesburg South, Gauteng and remote and reports to Senior Management<\/p>\n Key Accountabilities: <\/strong> Qualifications:<\/strong><\/p>\n Matriculation (Compulsory) Knowledge and Experience required:<\/strong><\/p>\n Have advanced working knowledge to support the below Microsoft’s technology products: Requirements:<\/strong><\/p>\n South African Citizen Monthly:<\/p>\n R 35 000 to R 50 000 dependent on qualifications and experience<\/p>\n Benefits:<\/strong><\/p>\n Medical Aid<\/p>\n KPI Bonuses<\/p>\n Funded Training and Development<\/p>\n Travel Allowance<\/p>\n Perkbox Employee Benefits Subscription<\/p>\n Desired Experience & Qualification:<\/strong> Package & Remuneration:<\/strong> To Apply:<\/strong><\/p>\n Click Here!<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" 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…..<\/p>\n","protected":false},"author":1353,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[19,1],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"\n
\nLocation:<\/strong> Johannesburg Metro<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nOur 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<\/p>\n
\nEnsure incoming tickets via phone, email and alerts are progressed and resolve within agreed SLAs
\nActively manage the distribution of workload between engineers to ensure that nobody is over or underutilized
\nThe Team Leader will be required to answer phone calls and own tickets submitted by clients, our monitoring system or escalated by junior engineers
\nEnsure that our engineers\u2019 working practices comply with our Information Security and Cyber Security policies
\nAct as an escalation point for customers, providing exemplary customer service and ensuring that their issues are resolved as quickly as possible
\nManagement of major incidents as per our policies and procedures, this may occasionally require working outside of your standard hours
\nEmbedding a culture of quality, up-to-date technical documentation within the team
\nOwnership of escalation and aged ticket process
\nQuality reviews to be completed and assessed against our ticket, technical and customer service criteria
\nOwnership of assigned service improvement items which will include development of systems and processes
\nMentoring all members of the team, including customer service, behavioural, performance and technical skills
\nEmpowering all members of the team to prioritize self-development via training, exams, and exposure to new technologies within the workplace
\nPerformance management of all direct reports against key performance indicators
\nPerform fortnightly 1:1s and quarterly appraisals with all members of the team
\nInterviewing and onboarding of new hires
\nResolve incidents on-site and remotely
\nUnderstanding of VoiP and SIP
\nRoll out Hardware and Software
\nParticipate in Customer IT projects
\nAdhere to internal Administration & Operational processes
\nProvide accurate and comprehensive Ticket Notes
\nEnsure Documentation is produced and updated as required
\nParticipate as part of a team and individually
\nAvailable to work after-hours if required<\/p>\n
\nPossesses ITIL v3 or v4 certification and\/or experience working within this framework
\nMCSA \/ MCSE or equivalent diploma (Compulsory) MCP (Advantage)
\nA+ and N+ (Advantage)
\nValid Driver\u2019s License and Own Reliable Transport (Compulsory)
\nMicrosoft Certification Required<\/p>\n
\nAzure (Infrastructure and Identity)
\nOffice 365 (Exchange Online, SharePoint Online, Teams, Endpoint Manager, Defender for Business)
\nWindows Server (DNS, Active Directory, Hyper-V) 2016, 2019, 2022
\nWindows 10 and 11
\nStrong network technologies experience – routing, switching, wireless networking DNS and firewalls
\nBe able to produce and maintain detailed technical documentation
\nHave stakeholder management skills, with the ability to communicate technical solutions to different audiences
\nDemonstrate excellent communication skills, both written and verbal
\nBroad knowledge of cyber security concepts and products
\nITIL Process and implementation improvements
\n3-years\u2019 experience as a Level 2 Engineer
\n1-year experience leading a team
\nExperience in the IT industry. (Desktop & Server Support, PBX Support)
\nUnderstanding of SIP and VOIP
\nExperience with hardware\/software PBX\u2019s (3CX Beneficial)
\nCRM\/PSA\/ticketing system (Connectwise)
\nHold or desire to obtain expert-level Microsoft 365 or Microsoft Azure certification<\/p>\n
\nFully Bi-Lingual
\nContactable references.
\nNo Criminal Record and clean credit check.
\nSelf-motivated with the ability to work with minimal direction.
\nAbility to handle confidential matters, set priorities, work well under pressure with attention to detail.
\nExcellent influencing, inspiring and motivating skills
\nExcellent verbal and written communication skills
\nExcellent interpersonal and customer service skills
\nExcellent organisational skills and attention to detail
\nExcellent written and oral communication skills
\nAbility to engage with stakeholders at multiple levels
\nCan develop trust and positive relationships with client stakeholders, colleagues, vendors and third-party providers
\nPossess a flexible approach to changing requirements and needs within client environments and our own business
\nClient-centric, always puts the customer at the heart of everything we do
\nProfessional, self-starting, highly-organised and completer-finisher approach to work
\nEnthusiastic, self-motivated individual, used to working in a fast-paced environment
\nSalary:<\/strong><\/p>\n
\nCustomer Service, VoiP and SIP, ITIL Certificate<\/p>\n
\nBenefits<\/p>\n