Team Leader at Altron Managed Solutions

JOB PURPOSE:

Manage the IT support team, Technology facilities, Vendor services, and other stakeholder relationships, ensuring a consistent high level of service to the client.

KEY RESPONSIBILITIES:

Management

• Fulfil the role of primary client interface, providing efficient and efficient service delivery for all operational activities on the client site.
• Manage the team of support technicians to provide optimal IT support to the customer – Ensure consistent customer satisfaction via customer feedback on surveys and via regular
• Stakeholder engagement to deliver on excellent customer service – identify potential improvements to processes and systems for customer satisfaction; challenge and enhance existing processes for continuous improvement.
• Provide proper maintenance and safe operation of IT infrastructure facilities - Properly manage, coordinate, and oversee (and inform Standard Bank of the results of) all maintenance, testing, and monitoring of facilities systems, air handlers and uninterruptible power supply systems

CORE RESPONSIBILITIES:

• Ensure maintenance of Customer Satisfaction - Ensure that IT support staff adhere provide service that receives high satisfaction ratings from the customer
• Ensure financial responsibility for the portfolio – Ensure that overtime is approved and recovered where provided for, and minimise losses.
• Effectively manage the team that reports to them – Ensure that staff are receiving training and are updating and developing their skills to deliver effective service and ensure their growth.
• Ensure that internal processes are adhered to – Ensure effective Call management, stock control and movement, and regular engagement with staff.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Professional Qualifications

• Preferred: ITL Foundation Certification, Apple OS Essentials, O365, A+, N+, and other Microsoft Certifications

Years of Experience

• 2 - 5 years of advanced IT experience in a responsible role, including some leadership experience. Experience with Altron systems and processes would be advantageous.

Other requirements

• Networking and Server / Data Centre support experience would be an advantage

Education

National Certificate Level 4 (N4) / Grade 12 (Required)