IT Support Team Lead (Service & Ops) Mr Price Group at Mr Price Group

Job Description

• We’re looking for a new Team Lead in our Computer Operator team!
• This critical team in our technology division oversees running of systems by monitoring, logging, troubleshooting, escalating and reporting critical jobs, data transmission and environmental threats (power, floods, fire) to drive IT stability, minimise downtime and ensure all processes are completed in the best possible way.

Responsibilities
Team management

• Communicate and prioritise workflow/expectations for direct reports within the monitoring and data processing team in order to achieve set targets and distribute work equitably. Work to be managed will include, but is not limited to monitoring of systems and data processing, Provide coaching, mentoring and ongoing feedback.
• project management, service requests as well as incident and problem management. 

Stakeholder engagement

• Drive feedback to technology team on the state of incidents/problems and well as communicate RCA's to key stakeholders.
• Priortise and direct workflow of incidents to direct reports in the monitoring and data processing team.
• Work with the team to identify patterns in the incidents logged and ensure that plans are put in place to reduce these repeat calls.
• Ensure that all root cause documents are produced and future mitigations are tracked to completion as per the process.

Incident and Problem Management

• Priortise and direct workflow of incidents to direct reports in the monitoring and data processing team.
• Work with the team to identify patterns in the incidents logged and ensure that plans are put in place to reduce these repeat calls.
• Ensure that all root cause documents are produced and future mitigations are tracked to completion as per the process.
• Driving delivery from vendors to align to support deliverables for the end user compute department.

Qualifications

• Relevant Diploma or Degree in IT
• 3- 5 Years’ experience in the below:
• Technical IT experience in a server and data monitoring role
• Managing a team (performance, career development, leave, rosters etc)
• Vendor & business stakeholder liaison
• Innovating solutions and growing team efficiencies & skills
• Resolution of in-depth problems to ensure stability in these environments