Team Lead (Service Desk)

To ensure effective and efficient Service Desk services are delivered according to the agreed contracts with clients by performing planning, financial management, people management and SLA management activities on an operational level with regard to the allocated team.

MAIN RESPONSIBILITIES:

• Input into the department strategy and initiatives
• Ensure team productivity and performance is in line with agreed standards
• Ensure service delivery to the business through monitoring of SLA’s
• Ensure effective workforce planning and adequate resource to meet the business requirements
• Leading 1st line Service Desk employees to ensure optimal service delivery and resolution
• Ensuring that 2nd line Service Desk employees are performing in line with agreed standards and are analysing trends in order to respond to the IT & business needs appropriately
• Effective management of escalated incidents and communication with related stakeholders, business and external vendors to resolve escalations
• Ensure reports are analysed and compiled accurately in order to provide feedback on individual & overall team performance as well as trends to the relevant stakeholders
• Continuously review areas of opportunity and trends and present suggested improvements to the Service Desk team

EXPERIENCE REQUIRED:

• A relevant IT qualification (minimum matric with MCSE)
• 3-5 years proven management experience in an IT Helpdesk / Service Desk environment
• A strong commitment towards professional service delivery & customer service
• Strong people management and interpersonal skills
• The ability to work in a highly pressurised environment
• Excellent presentation skills
• Ability to communicate (verbal and written) effectively at all business levels
• Good analytical ability and attention to detail
• Mentoring and coaching skills
• Experience in Workforce Planning and Scheduling
• Effective planning and time management skills
• Ability to work independently as well as in a team
• The ability to work flexible hours
• Proficiency in MS Office applications
• An understanding of retail operational and systems environments
• ITIL knowledge or experience

Job Types: Full-time, Temporary
Contract length: 5 months

Application Question(s):

• Are you aware that this is a 5 month contract?
• What is your current and expected salary?
• Are you permanently employed/contract or unemployed?
• What is your notice period?

Work Location: In person