Support Team Lead at Kerridge Commercial Systems South Africa

• "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."
• inspHire is a market leader in the development and provision of rental industry software 
• Helpdesk Team Leader role provides and manages 1st/2nd line business-to-business software application support
• Line managing part of a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications
• Communicating via multiple media – phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role – 100% home based, potential for some office attendance as required 
• Covering support hours overnight from Sunday to Thursday and covering NZ working day on a rota basis i.e. 10pm – 8am and moving throughout the year to match daylight savings in South Africa and New Zealand 

Key Responsibilities:

Your responsibilities include but are not exclusive to: 

• Ensure a first-class service to our customers
• Motivation and leadership of the Analysts within assigned section, promoting hard work, “no blame” attitude and a positive message
• Management of team rotas, holidays, case load, case progression, case management, customer expectations and escalations
• Use and develop reporting to ensure services are managed to the correct standards 
• Assisting on calls and tickets as required

Take care of your direct reports:

• Perform regular 1-2-1 sessions to ensure well-being and career progression 
• Facilitate training, development and innovation activities for Analysts within team 
• Perform reviews with Analysts to ensure standards are maintained and improved
• Manage and act upon customer satisfaction surveys and other feedback
• Provide 1st level of escalation support for customers or direct reports
• Work as part of Helpdesk management team
• Participate on team performance reporting with other Helpdesk Leads
• Provide a role-model/aspirational figure within the team, delivering daily examples of expected levels of performance, self-development and “can do” attitude
• Identify and lead on tangible continuous improvement and “shift-left” activities to better serve our customers

Skills, Knowledge and Experience:

Essential

• Good IT skills with demonstrable experience in a similar IT support role
• Experience of people-management in a technical IT services environment
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Consistently produce high quality and detailed documentation and reports
• Experience of providing service metrics and working to SLAs and KPIs
• Customer service focused
• Confident leader, with the natural ability to motivate and lead a team
• Decision maker under pressure
• Understands priority and urgency of customers business requirements 
• Business/commercial awareness
• IT culture awareness, understanding the requirements of GDPR
• Forward thinking/proactive nature
• Multi-tasker

Desirable

• Knowledge and experience of SQL Server based application support
• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Knowledge of ERP or business IT systems
• Appreciation for all products and services in the inspHire offering
• ITIL Qualified