Technical Support Team Leader (must have ISP experience) - Johannesburg
Responsibilities:
Operational Planning:
- Develop and implement strategies to achieve a mean time to resolve of less than 1 day.
- Identify and integrate new, efficient methods for technical support delivery.
- Plan and coordinate team activities to meet operational goals.
- Analyse performance data to continually refine support processes.
- Proactively identify and remove operational blockers
Operational Implementation:
- Oversee the day-to-day operations of the second line technical support team.
- Ensure effective handling and resolution of escalated technical issues.
- Maintain a high level of technical proficiency within the team.
- Monitor team performance against KPIs and adjust tactics as necessary.
- Manage access to internal and external portals and systems, ensuring the team has the necessary tools
Budget Management:
- Manage resources and budget to optimise cost-effectiveness.
- Implement cost-saving initiatives without compromising on service quality.
- Regularly review operational expenses and seek opportunities for efficiency.
Customer Satisfaction:
- Ensure high levels of customer satisfaction and service quality.
- Develop and implement feedback mechanisms to gather customer insights.
- Foster a customer-centric approach within the team.
- Measure and analyse customer satisfaction metrics for continuous improvement.
Supervisory / Leadership / Managerial:
- Lead and motivate a team of technical support agents.
- Conduct performance evaluations and manage team development.
- Address and resolve team conflicts, maintaining a positive work environment.
- Implement disciplinary measures when necessary.
- Ensure the team meets both individual and collective objectives.
- Facilitate regular training and development programs to ensure team effectiveness in their roles.
Requirements:
Education:
- Minimum of 3-year tertiary diploma in relevant field
- A+, N+, ITIL and CCNA (an advantage)
Experience:
- Minimum 3 years experience in customer operations
- 2 Years experience in Similar role in an ISP Advantageous
- 1 Year in a real-time monitoring or workforce management role (advantageous) &/or
- Leadership experience
Should you not receive a response within 10 working days please consider your application as unsuccessful Apply Now
Operational Planning:
- Develop and implement strategies to achieve a mean time to resolve of less than 1 day.
- Identify and integrate new, efficient methods for technical support delivery.
- Plan and coordinate team activities to meet operational goals.
- Analyse performance data to continually refine support processes.
- Proactively identify and remove operational blockers
Operational Implementation:
- Oversee the day-to-day operations of the second line technical support team.
- Ensure effective handling and resolution of escalated technical issues.
- Maintain a high level of technical proficiency within the team.
- Monitor team performance against KPIs and adjust tactics as necessary.
- Manage access to internal and external portals and systems, ensuring the team has the necessary tools
Budget Management:
- Manage resources and budget to optimise cost-effectiveness.
- Implement cost-saving initiatives without compromising on service quality.
- Regularly review operational expenses and seek opportunities for efficiency.
Customer Satisfaction:
- Ensure high levels of customer satisfaction and service quality.
- Develop and implement feedback mechanisms to gather customer insights.
- Foster a customer-centric approach within the team.
- Measure and analyse customer satisfaction metrics for continuous improvement.
Supervisory / Leadership / Managerial:
- Lead and motivate a team of technical support agents.
- Conduct performance evaluations and manage team development.
- Address and resolve team conflicts, maintaining a positive work environment.
- Implement disciplinary measures when necessary.
- Ensure the team meets both individual and collective objectives.
- Facilitate regular training and development programs to ensure team effectiveness in their roles.
Requirements:
Education:
- Minimum of 3-year tertiary diploma in relevant field
- A+, N+, ITIL and CCNA (an advantage)
Experience:
- Minimum 3 years experience in customer operations
- 2 Years experience in Similar role in an ISP Advantageous
- 1 Year in a real-time monitoring or workforce management role (advantageous) &/or
- Leadership experience
Should you not receive a response within 10 working days please consider your application as unsuccessful Apply Now
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