Title
Team Leader: EUC (Illovo)
Job Description
We are looking for a Team Leader to manage the day-to-day activities of the Field Service team to maintain the customers end user computing environment. Ensure service levels and maintain a high level of customer service. Build partner relationships with client. Be a trusted IT Advisor. Responsible for motivating team members and assessing their performance and evaluation.
Key Performance Area
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Ensure that contracted customer Service Level Agreements are met (resolved)
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To ensure that the team attends to the calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
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Ensure that team members update their calls on time and accurately
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Day-to-day supervision and coaching of the team members
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To ensure that all medical, KBC, site induction and contractors packs are up-to-date
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To ensure a minimum of 98% customer satisfaction feedback rating is achieved monthly
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To conduct, review and report on all Technical meetings and ensure that all matters raised are allocated and addressed within SLA time frame
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Create and maintain teams shift roster
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Take responsibility for the prioritisation and assigning of calls to team members
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Manage desktop related projects, adhere to the project plan and ensure that the projects are completed within the set project completion time
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Coordinate with Internal IT staff and customer to resolve technical issues and escalate if required
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To ensure continuous communication to the technical team and feedback regarding escalations to Client, Line Management, and Users
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Initiate any actions necessary to improve or maintain levels of service including the use of deployment tools to enhance productivity
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Management of staff in delivery of service, by activity reports, KPI and performance management
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To ensure that best practices are adhered to
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To ensure that Standard Operation Procedures are recorded
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To provide input to the Operational report, Quarterly Report, and Monthly Operations Report
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To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
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To stand-in for team members for customers and support staff where required
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Manage requests/calls escalated to Vendors and 3rd Parties
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Manage relationship with Vendors and 3rd Parties
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Train employees to analyse and repair all product failures and analyse customer requirements
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To mentor Trainee and Junior Support Technicians
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To ensure adherence to all Altron System Integration processes, policies, and procedures as per prescribed compliance
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To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.
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To schedule site visits on a scheduled roster as agreed with the Operations Manager and SDM
Core Responsibilities:
Governance and Risk Management
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To ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
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Adhere to all Health and Safety Compliances
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
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Matric, Technical Support NQF Level 4; Diploma in Information Technology
Professional Qualifications
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CompTIA A+
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CompTIA N+
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ITIL Foundation Certification
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Microsoft Azure Fundamentals – AZ900 (Advantage)
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Microsoft Office 365 Fundamentals – MS900 (Advantage)
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MTA: Windows Operating System Fundamentals (Windows 10 and 11)
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Microsoft 365 Certified: Modern Desktop Administrator Associate (Advantage)
Years of Experience
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5 – 7 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365
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5+ years IT operational experience and MS toolsets
Other requirements
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Demonstrated skills, knowledge, and experience in working and managing others
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Very Good Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
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Very Good knowledge of Technical Systems including MS systems and MS Applications
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Very Good troubleshooting and problem-solving skills
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Good Interpersonal Skills
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Have a strong set of hard technical skills
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Have a strong basis in current technology
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Strong influencing and conflict resolution skills
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Excellent prioritisation skills
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Self-Motivated and disciplined
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Ability to work independently and within teams
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Ability to impart and share knowledge and skills
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Ability to work in a fast-paced environment and under pressure
Behavioral Competencies
The incumbent is required to have demonstrated the following competencies:
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Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.
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Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
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Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.
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Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.
Education
National Certificate Level 4 (N4) / Grade 12 (Required)
Languages
English
What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
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