Technical Team Lead at Corporate Staffing

Job Purpose:

• To take responsibility for the resolution of all client service requests. 
• To manage critical client incidents, including appropriate communication and escalation. 
• To take responsibility for the client support team’s application of company policies and procedures. 
• To develop the capability of the support team. 
• To monitor, measure, and report on team and individual performance. 
• To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty. 
• To contribute towards the improvement of the company’s effectiveness, efficiency, and overall performance.

Team management: 

• Inspiring team members to perform and give their best 
• Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality 
• Holding regular team meetings and updates and encouraging a culture of two-way feedback  Managing and analyzing individual and team performance 
• Monitoring and implementing performance monitoring KPIs 
• Developing and implementing team and individual motivation strategies 
• Conducting team member appraisals 
• Identifying team member training and development needs 
• Defining and implementing employee training structure 
• Managing disciplinary activities 
• Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times 
• Coaching client service techniques, including call handling  
• Reviewing and coaching on ticket content and accuracy 
• Developing team competence through group and one-to-one coaching and weekly training
• Managing our client and procedure knowledge base 
• Recruiting and inducting new team members 
• Managing the team availability and absences

Operations management: 

• Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained. 
• Monitoring work quality, call quality and project quality including the use of client follow-up calls 
• Managing escalations to resolution 
• Providing support for technical issues 
• Managing Out of Hours emergency work 
• Managing Out of Hours project work 
• Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary 
• Project managing complex/large/sensitive work 
• Prioritising client work and team member workloads without compromising service levels
• Scheduling, allocating and balancing workload across team members 
• Monitoring completion of jobs and providing assistance when required 
• Supporting production of client infrastructure change management plans/schedules
• Resourcing the team to support peaks and troughs in workload effectively 
• Ensuring clear ownership and resolution of client jobs 
• Managing coordination of office and field-based engineers 
• Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests 
• Promoting proactive client service delivery 
• Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur 
• Ensuring proper application of operational procedures

Process improvement: 

• Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service 
• Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term 
• Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents 
• Recommending and implementing operational process improvements 

Company operations: 

• Participating in operational reviews and management meetings 
• Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements 
• Identifying to management any matters relating to the health and safety of both staff and clients 
• Supporting management in the development and implementation of technology and systems to maximize performance 
• Communicating and facilitating change management activities 
• Coordinating with sales on equipment purchases

Account management: 

• Contributing to the building of positive and productive client relationships 
• Planning effective account management activities 
• Ensuring that client reviews are conducted in line with contracts 
• Conducting client reviews and maintaining communication with clients 
• Defining and implementing client reporting 
• Managing the resolution of client complaints

Mandatory Technical Skillset and Knowledge Requirements: 

• Microsoft Windows Server 2012 upwards 
• Active Directory & Group policies advanced administration 
• VMWare vSphere and Venter 6.0 upwards  
• Microsoft Hyper-V Server Virtualization 
• Microsoft Office365 advanced administration
• Microsoft Exchange 2010 upwards administration 
• Microsoft PowerShell scripts 
• Microsoft DFS setups and troubleshooting 
• Sophos Firewall advanced knowledge and in-depth experience 
• Advanced knowledge of Cisco, Switches and Routers. 
• Experience with Sophos & Bitdefender Endpoint security, 
• Veeam Backup & Replication in depth experience 
• Datto or equivalent experience of a RMM Platform 
• Advanced knowledge in networking and connectivity solutions
• Third Party Applications and service knowledge such as SAP, SAGE, Enquest, KRA Itax & Etims, etc. 
• ITIL certification or

Preferred Certifications and Qualifications 

• Microsoft Certifications such as 365 administrator, server administrator, Azure administrator
• CompTIA A+, Network+ or equivalent 
• Sophos Firewall Engineer or Architect 
• Cisco CCNA or CCNP 
• Service management and support certifications such as ITIL or ITSM Security Certifications such as CEH, CISSP, and CompTIA Security + would be an added advantage.
• VMware Certified Professional (VCP)