Team Leader

Join the Stowe Holdings team as our next Service Desk Team Leader!

We’re looking for an experienced and motivated Service Desk Team Leader to join our team and help drive exceptional support, service delivery, and continuous improvement across our operations.

This is an exciting opportunity for someone who enjoys leading people, solving problems, improving processes, and creating a positive experience for both customers and colleagues. If you’re passionate about IT service excellence and have the leadership skills to inspire a high-performing support team, we’d love to hear from you.

Key Responsibilities:

TEAM LEADERSHIP, POLICIES AND PROCEDURES (20%)

• Lead, mentor, and motivate a team of Systems Technicians and Systems Engineers.
• Set clear goals and objectives for the team and individual team members.
• Ensure adequate staffing levels and manage scheduling to meet service level agreements.
• Implements, maintains, manages the cascading of and adheres to all relevant Stowe policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer onsite.
• You may be required to conform the legitimate instruction of any employee in authority over yourself, which is not stipulated in your job description.

TECHNICAL SUPPORT AND CUSTOMER SERVICE (20%)

• Provide hands-on technical support for complex requests.
• Act as an escalation point for challenging technical problems.
• Ensure timely and efficient resolution of service requests and incidents.
• Ensure an elevated level of customer satisfaction by delivering excellent service.
• Monitor service desk queues and prioritize work to meet service level targets.
• Proactively encourage a customer service focus in the department
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Regularly update all customers with progress-information and estimated times to completion on all escalations.
• Manage customer perceptions.
• Professionally respond to and assist with all customer queries.
• Handle customer complaints and escalations with professionalism and empathy.
• Develop and implement customer service standards and best practices

OPERATION MANAGEMENT AND PROCESS IMPROVMENT (20%)

• Identify opportunities to streamline service desk processes and improve efficiency.
• Work with cross-functional teams to implement process improvements.
• Stay up-to-date with industry best practices and emerging technologies.
• Ensure processes and procedures are followed according to agreed service times.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Assign calls to appropriate team member according to skills level – Call Allocation
• Provide single point of contact for technical escalations and take ownership.
• Act as information and skills broker between agents and higher qualified and/or experienced resources
• Escalation of problems or breaches of all calls to your manager
• Ability to creatively address problems and follow proposed solutions through to completion.
• Identify and highlight best practices in support management through continuous assessment.
• Communicate and be the focal point for the dissemination of information from management to the team and vice versa.

ANALYSIS AND REPORTING (20%)

• To analyze and summarize reports on SLA targets.
• Trend analysis on root causes and ticket categories, incident rates and similar
• Compile and publish daily, weekly and monthly reports as required.
• Collate and Publish Weekly incident analysis and escalate where applicable.
• Critical calls root-cause analysis weekly
• Provide pending List feedback daily.
• Publish Repeat Call Analysis weekly.
• Review and record Ticket Scoring conformance weekly
• Collate Onsite verification weekly.
• Compile monitoring of Repeat call journal
• Complete monitoring of Onsite Template

PERFORMANCE MANAGEMENT (15%)

• Ensure team performance is in line with client KPI’s.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a collaborative and inclusive team culture.
• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer metrics.
• To conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.
• To ensure that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.
• Provide quality conformance feedback weekly (but daily monitoring and policing)
• Missed SLA processing daily.
• Respond or manage response to challenges regarding agent performance.

TRAINING AND DEVELOPMENT (5%)

• Identify training requirements for team members & escalate to manager.
• Provide guidance & coaching to team members.
• Updating team members with any changes taking place in the Service Desk standards and procedures (new versions, changes, upgrades)
• Ensure all technical tips & tricks, 3rd level diagnostics are documented and available.
• Team-specific training weekly and as required

Minimum Requirements:

• Degree/ Diploma in Management or equivalent
• Relevant certifications such as CompTIA A+ N+ advantageous
• Minimum of 5 years of experience as a Help Desk Technician or related positions in call centres, customer service, or IT.
• Minimum of 2-3 years' experience as a supervisor/team leader
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Familiarity with operating systems and software management.
• Proficiency in troubleshooting techniques.
• Valid South Africa ID

Work Location: In person