Pretoria Desktop Support Team Lead (ITS) at Investec

Description

We are seeking a dynamic individual to fill the role of Desktop Support Team Leader in the Pretoria region. As the Team Leader, you will be responsible for leading a team of Desktop Support Specialists, overseeing day-to-day operations, and providing technical support with a focus on Audio-Visual (AV) and Video Conferencing (VC) technologies. The ideal candidate should possess strong leadership skills, technical expertise, and the ability to ensure a seamless desktop support experience.

Location:  Pretoria, South Africa

Experience, skill and capability

Team Leadership:

• Lead and manage a team of Desktop Support Specialists, fostering a positive and collaborative work environment.
• Provide guidance, mentorship, and ongoing training to team members.
• Conduct regular team meetings and performance reviews to ensure team goals are met.

Technical Support:

• Oversee the resolution of desktop-related technical issues, with a focus on AV and VC support.
• Collaborate with the team to troubleshoot and resolve hardware and software problems efficiently.
• Stay informed about the latest developments in AV and VC technologies to ensure the team's technical competence.

AV-VC Support:

• Manage and support AV and VC equipment, ensuring optimal functionality for meetings and presentations.
• Collaborate with stakeholders to understand AV-VC requirements and provide solutions that enhance user experiences.
• Conduct regular maintenance checks and updates on AV-VC systems.

Customer Service:

• Ensure the delivery of high-quality customer service to end-users.
• Handle escalated support issues and ensure timely resolution.
• Implement and maintain service standards to meet or exceed customer expectations.

Reporting and Documentation:

• Generate reports on desktop support activities, including AV-VC support metrics.
• Maintain accurate documentation of AV-VC configurations, troubleshooting steps, and resolutions.
• Collaborate with Head Office to provide regular updates on team performance.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Proven experience in a leadership role within a desktop support environment
• Strong technical background with expertise in AV-VC support
• Excellent communication and interpersonal skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Familiarity with ITIL framework is advantageous
• Technical knowledge with Active Directory, Group Policy, MS Office applications, Windows 10/11 and Mac environments, wireless networking, TCP/IP configurations and comprehensible knowledge of networking functionality, A+, MCDST or MCP certification
• ITIL certification and experience with the use and management of SCCM tools are advantageous