Team Leader (Call Centre Experience is a MUST)

This role involves managing a team of IT Tier1 and Tier2 support staff ensuring the efficient resolution of issues logged on Marval as well as providing support to escalations called out on relevant escalation WhatsApp groups and Teams Channels thereby contributing to the overall effectiveness of the IT support services within the organization.

Key Responsibilities

Supervision and Leadership:

• Lead and manage a team of IT support personnel during assigned shifts.
• Provide guidance, coaching, and mentorship to team members, fostering a positive and collaborative work environment as well as living the Netsurit values.
• Ensure adherence to company policies, procedures, and performance standards as well as prescribe SOPs communicated. Technical Support:
• Oversee the resolution of technical issues reported or escalated by end-users,
• Ensuring timely and effective solutions as well as effective communication on Marval.
• Troubleshoot and escalate complex technical problems to higher-level support teams, when necessary, i.e. T3 standby teams and relevant support partners.
• Maintain a high level of expertise in the organization's systems and software.
• Ensuring the ability of reaching out to Ignitions international partners were need or
• Being able to effectively communicate these to your team leaders and/or operations manager.

Shift Coordination:

• Coordinate and manage IT resources and staff during assigned shifts to meet service level agreements and operational goals.
• Collaborate with other shift supervisors to ensure a seamless transition between shifts and continuous 24/7 IT support coverage and ensuring that End of Shift hand overs are completed, and incoming teams know scope of responsibilities their shift will require.

Incident Management:

• Act as a point of contact for IT-related incidents, coordinating responses and resolutions in accordance with established protocols, within allocated shift and have needed effectively communicated on all relevant platforms.
• Document and report incidents, including root cause analysis, to facilitate continuous improvement in such a manner that these can be communicated with the client Ignition Group , as well as their clients alike.

Training and Development:

• Identify training needs within the team and coordinate training sessions to enhance technical skills and knowledge, whilst working with the rest of the management layers and collaborating on needed staff development.
• Support the professional development of team members, fostering a culture of continuous learning and growth.

Communication:

• Effectively communicate with end-users, team members, and other departments to relay important information regarding system updates, outages, and resolutions.

Performance Metrics:

• Assist Team leaders to monitor and analyse BSCs related to IT support, identifying areas for improvement, and assisting in implementing strategies to enhance performance of staff members that are falling below the minimal performance threshold.

Quality Assurance:

• Assist in the implementation of and enforcement of quality assurance processes to ensure the delivery of high-quality IT support services Responding to the likes of
• Quality department escalations.
• Conduct regular ad-hoc audits of support interactions by reviewing of calls in Marval in order to maintain service excellence.

Documentation:

• Assist in the maintenance of accurate and up-to-date documentation related to IT processes, procedures, and troubleshooting steps and assisting with having these updated on the Netsurit SharePoint site.
• Ensure that knowledge base articles are created and updated for common technical issues.

Emergency Response:

Act as a point of contact and leadership during emergency situations, such as system outages or security incidents, ensuring a swift and effective response.