Team Leader: Technical Support at Capitec Bank

Purpose Statement

• To ensure users within Capitec Bank are fully operational and supported through leading technical support teams and ensuring delivery on operational workload in line with SLA agreements. 
• Engage with relevant Business units to understand the clients need
• Lead the delivery of IT-facilities and projects, and ensure asset management lifecycles are applied within the organization.
• Ensure teams adhere to processes and that risks are mitigated.
• To lead the delivery of technical / desktop support to users at Capitec Retail and Business Retail Centres and ensure that faulty equipment is repaired by suppliers according to SLA and standards.
• Liaise with vendors regarding technical changes and support.
• Incident and Problem management analysis.
• Effectively lead the Technical Support team to contribute to the business objectives by enabling engineers to meet agreed-set targets while focusing on internal client service and support.
• Providing detailed reports and trend analysis to inform managerial decision making.
• Provide technical leadership from a solutions perspective to technical support teams. This will include solutions design where needed, technical incident and problem resolution and technology guidance to enable delivery their clients.

Experience

Minimum:

• 5 Years’ minimum experience in a corporate technical support environment which should include the following: 
• Experience of managing and leading people/teams | overseeing and validating work of others
• Experience in supporting executive management end-users. 
• 4 Years experience working with knowledge related to Microsoft and Apple hardware and software technology. 
• 4 Years’ experience in knowledge of diagnostic principles and troubleshooting using technology tools. 
• 5 Years’ experience in client relationship management practices and principles  
• ITIL v4 Foundation 
• AWS Certification 
• Client relationship management practices and principles.

Qualifications (Minimum)

• A relevant qualification in Information Technology - Technical Support or Information Technology - Computer Science

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Information Technology - Technical Support or Information Technology - Computer Science

Knowledge

MINIMUM:

• People / team leadership and management practices and principles
• Regulatory requirements, compliance standards in a technical environment
• General operations management practices and principles and stakeholder and client management
• HR principles and processes
• Client service principles and practices
• Advanced knowledge in a corporate technology support environment 
• Knowledge related to end-user computing devices and peripherals (including desktop and laptop technologies). 
• Advanced Knowledge Microsoft hardware and of Microsoft and Apple software technology. 
• Basic Advanced knowledge of diagnostic principles and troubleshooting

Skills

• Communications Skills
• Analytical Skills
• Negotiation skills
• Leadership Skills
• Interpersonal & Relationship management Skills