Service Desk Team Leader - Gqeberha at Dimension Data

Requirements

• Responsible for service delivery excellence by ensuring smooth running of shifts, delivering the Service Desk OLAs, SLAs and KPI’s
• Ensure team members log and respond to tickets reported through approved internal channels
• Manages, motivates and creates a high-performance team - ensuring that quality and SLA achievement is upheld – cultivating a culture of excellence
• Ensure resource allocations and schedules are maintained and optimal workload balancing
• Excellent written and verbal communication skills - able to translate complex / technical issues to meet the audience's competency level
• Excellent negotiation, mediation and conflict resolution skills
• Build key relationships with key IT Support staff and vendors
• Excellent time management and prioritization skills
• Enforces contractual obligations, compliance to company policies and procedures, corporate governance and relevant legislation
• Runs Daily-Health-Checks
• Leads IT Major Incidents to enable effective resolution of IT incidents
• Incident Management experience in a complex multi-vendor environment, using multiple systems infrastructure & applications required
• Initiate and chair the Major Incident bridge
• Send Major Incident Notification and Service Restoration communication
• Monitor “key events”
• Validate Service Restoration, and close the Major Incident
• Act as SME (Subject Matter Expert) dedicated to the guidance and education of the team and serve as an escalation path
• Champion Knowledge Base and associated Articles to promote self-help
• Ensure operational procedures and practices are consistently applied. Ensure all work is carried out by the Shift is in accordance with required standards, methods and procedures
• Produce management and operational reporting packs as agreed by the Company, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making
• Responsible for detailed hand-over of all incidents during shift changes
• Holds weekly one on one meetings
• Role requires shift working on a 24x7 roster
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Qualifications

• At least 3 years’ industry experience in a Service Desk environment is required, with working experience in a leadership and/or management role
• A minimum of ITIL v 3 foundation certification is required
• A+ certification required
• N+ certification required
• Certifications such as MCP, MCSA, MCSE or CCNA (advantageous)
• Previous experience with ITSM toolsets (example , ServiceNow) (advantageous)

knowledge of the following technologies:

• Active Directory (including Basic User and Security Group Active Directory administration)
• Antivirus / Anti-spam Systems
• Citrix
• Microsoft Exchange (including troubleshooting Outlook permissions, calendar sharing, delegation)
• Microsoft Office products
• Networking Technologies (LAN, WAN, Security)
• O365 product suits
• SQL or Database Administration exposure
• Windows OS