Team Lead - Service Desk at Telesure Investment Holdings (TIH)

JOB PURPOSE

Provide a single point of contact for the TIH group relating to various IT Services. Manage and report on team and statistics performance. Ensure IT projects are managed in accordance with the project managers and identify impact analysis and risk mitigation for effective delivery of the projects to maintain the operational and business as usual state.

RESPONSIBILITIES

Operations Management

• Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both). Ensure resources are always available to meet customer service standards.

Project Management

• Deliver and execute a small-scale or medium-scale projects while working with Project managers in an established program management plan. To ensure the availability of Service Desk resources in support of IT and business-related projects as and when required.

User Support

• Manage a medium user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards. Ensure a timely and effective response to user queries and problems through a well-executed service desk and incident management process through the effective use of IT systems and a professional service desk function. To effectively communicate during and after major incidents.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. To ensure the effective co-ordination and administration of the Major Incident process is complied with and adhered to as and when required.

Customer Service

• Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues. To monitor, report and manage the service level performance on an on-going basis to service manager.

Technical Developments Recommendation

• Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs. To conduct continuous service reviews to identify areas of improvement.

Insights and Reporting

• Prepare and coordinate the completion of various IT reports. To report on the status of Major Incidents and resulting operational fault logs. To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis.

Organizational Capability Building

• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential. Revise coaching needs and role profiles to customer focused context and expectations.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals. Lead, grow, develop, motivate, empower team. Articulate and communicate key deliverables and business context to teams.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. OR monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. Enable team through required business processes, systems, knowledge, etc. Operational efficiencies and re-engineering. To manage the performance and capacity of IT Service Desk resources by meeting response time requirements of SLA’s, minimizing downtime and improving capacity/performance though monitoring and measuring.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements

GENERAL EDUCATION

• Grade 12 (Essential)
• ITIL Foundation Certification (Essential)
• A+ N+ Certification (Essential)
• ITIL Service Desk Manager Certification (Advantageous)
• MCSE (Advantageous)

GENERAL EXPERIENCE

• 3 - 5 years’ service desk experience in a medium to large corporate (Essential)