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Johannesburg: Technical Support Team Leader (Must Have Isp Experience)




Date 2024-05-01
Job Title Technical Support Team Leader (Must Have Isp Experience)
Employer
More Information
Salary R500 000 pa
Category It Computing Software
Location Gauteng
/ Johannesburg

Job Summary

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

Technical Support Team Leader (Must Have Isp Experience) position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2024-05-01 in the It Computing Software category

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