End User Support (EUS) Team Lead at Cyberlogic

PURPOSE OF POSITION:

• Responsible for leading a team of desktop support technicians that perform general desktop hardware, software, network and peripheral updates and repairs in an organisation. Responsible for allocation of tasks, advanced troubleshooting and ensuring repairs are undertaken in accordance with organisational policy and standards. May include LAN installations, upgrades, and repairs. Prepares progress reports for all work performed.

KEY RESPONSIBILITIES:

• Lead and manage a team of technicians.
• Make sure tickets are updated and resolved withing SLAs.
• Make sure Client is receiving proper feedback.
• Queue management of the tickets to maintain Flow.
• Provide technical support and guidance to the Customer Support Technicians
• Help coach and develop the Customer Support Technician skills
• Acts as a buffer between the Customer Support Technicians and the Escalations team.
• Ensures that tickets are assigned, updated, actively being worked on.
• Jump in and assist with support tickets when the Team are overwhelmed.
• Work closely with the SDM to meet client demands.
• Teams seek technical advice from Team Lead.
• Handling and managing conflict amongst the Team.

DESIRED CORE COMPETENCIES:

Leading and Supervising:

• Co-ordinates group activities, ensuring that roles within the team or department are clear and that individuals know what is expected of them.
• Defines standards for appropriate behavior and addresses inappropriate behavior from others.
• Decides which team or department is best placed to deliver which aspects of the overall project, considering departments' resources and an appropriate balance of routine and challenging tasks.
• Emphasizes the impact and importance of people’s work for achieving team targets and objectives; empowers people with respect to the achievement of these targets and objectives.
• Encourages others to pursue development opportunities and creates genuine learning opportunities for them.
• Identifies, attracts, and recruits high caliber individuals as organisation-wide assets.

Working with People:

• Considers how others' perceptions of a situation may influence the way they behave; demonstrates an ability to interpret non-verbal or emotional signs.
• Creates a sense of team spirit by encouraging harmony, co-operation, and communication.
• Ensures that the contribution of others is recognized through formal reward processes and gestures of informal recognition.
• Communicates proactively and encourages others to share their views; consults others when decisions need to be made.
• Recognizes others' limitations and offers appropriate support, especially during difficult working periods; monitors the well-being of others and takes steps to help others deal with challenging circumstances.
• Develops and openly communicates self-insight such as an awareness of own strengths and weaknesses and what may come naturally or less naturally to them.

Applying Expertise and Technology:

• Demonstrates detailed knowledge and expertise in own area; can answer technical queries from others; shows some knowledge of related issues and subject areas.
• Develops own technical skills and knowledge by looking out for opportunities to engage in continual professional development.
• Shares knowledge and expertise openly and freely, providing appropriate guidance, coaching and advice on technical issues.
• Becomes familiar with the activities of a wide range of other organisational functions within Cyberlogic and how they should work together as a system; identifies interdependencies among departments in Cyberlogic.

Coping with Pressure and Setbacks:

• Maintains exemplary levels of work even in extremely taxing or pressurized environments, including crisis situations.
• Channels potentially negative emotions in a helpful and positive manner, even in highly emotive or emotionally challenging settings.
• Creates an organisational culture that emphasizes the importance of work-life balance at all levels.
• Maintains visibly high levels of morale in the face of difficulties.
• Always remains upbeat about the future while demonstrating to others a firm belief that obstacles and adversity will be conquered.
• Welcomes and invites criticism, regarding it as an opportunity for individuals and Cyberlogic to improve and develop; retains a positive self-image even when directly criticized.

DESIRED TECHNICAL COMPETENCIES:

• Microsoft Certifications
• Active Directory, Windows Server, TCP/IP, Network Administration, Hardware Switches, WAN/LAN. A technical Team lead needs to have strong technical abilities to be able to troubleshoot and fix technical problems presented by the Team.
• ITIL qualification

QUALIFICATION AND EXPERIENCE:

• Matric
• 3-Year IT degree/ National Diploma in IT (Ideal)
• Minimum of 3-5 years’ experience working within an IT service organisation and leading a technical team.

ADDITIONAL REQUIREMENTS:

• You will be required to travel to clients and must have own transport.
• Experience with cloud-based technologies (i.e. AWS, Azure) is highly advantageous
• Strong analytical, innovative & problem-solving skills.